Front Desk Specialist

Holiday Inn Club Vacations•New Orleans, LA

About The Position

The Front Desk Specialist serves as the front-of-the-house liaison and helps facilitate an exceptional guest experience. The role is the primary point of contact for guests checking into the resort and for folio transactions and check-out. The specialist also runs, reviews, and prints reports to complete daily assignments. The Front Desk Specialist supports the Marketing face-to-face team during check-in by giving additional attention to owners or guests who need more information or help with room assignments. The role is expected to provide technical and service support for the business center and resort Wi-Fi access. Duties also include folio posting, cash handling, key control, and assisting guests with questions and concerns. Shifts may vary from 6:00 a.m. to 11:59 p.m. Weekend and holiday work is required. The listed work environment is an office environment.

Requirements

High school diploma or GED, or an equivalent combination of training, education, and experience.
Minimum of one year of customer service experience.
Commitment to providing outstanding customer service.
Knowledge of the Microsoft Office Suite.
Ability to acquire a clear understanding of timeshare software applications.
Basic knowledge of hardware and peripheral devices.
Ability to establish and maintain effective working relationships with coworkers and leaders.
Strong problem-solving skills.
Ability to see tasks through to completion.
Strong organizational skills.
Excellent verbal and written communication skills.
Fluency in English.

Nice To Haves

Resort or hotel front-office experience preferred.
Bilingual ability is a plus.

Responsibilities

Facilitate the guest experience from check-in through check-out.
Handle complex technical tasks, including room changes, inventory moves, and folio adjustments.
Create and issue keys while ensuring the safety and security of owners and guests.
Answer guest inquiries, clarify needs, and identify appropriate resort personnel when unable to provide an expert response.
Recognize and initiate solutions to owner and guest concerns with urgency and to their satisfaction.
Maintain and be responsible for a house bank; perform end-of-day reporting of receipts and cash owner or guest checks.
Calculate visit costs, verify customers’ credit, and establish how customers will pay for accommodations.
Communicate with Housekeeping as appropriate to expedite unit cleaning.
Run, review, and print reports to complete daily assignments.
Support the Marketing face-to-face team during check-in by assisting owners or guests who need additional information or help with room assignments.
Provide technical and service assistance regarding the business center and resort Wi-Fi access.
Perform other duties as assigned.