Front Desk Specialist

Holiday Inn Club Vacations

15h

About The Position

The Front Desk Specialist will serve as the front-of-the-house liaison to facilitate an exceptional guest experience. This individual will serve as the primary point of contact for guests checking into the resort and the primary contact for all folio transactions and check-out processes. Additionally, the Specialist will run, review, and print reports to complete daily assignments. The Front Desk Specialist will support the Marketing Face-to-Face team during the check-in process by providing additional time and attention to owners or guests requiring more information or assisting with room assignment concerns. This individual is expected to assume a position of a technical and service expert in regard to business center and resort Wi-Fi access, to ensure great first and last impressions. Other responsibilities include folio posting, cash handling, key control, and assisting guests with various questions and concerns. At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

Requirements

Ability to be self-directed with attention to detail and be skilled in conflict/problem resolution skills
Must possess the ability to provide a high level of professional service consistently
Ability to work as part of a team and individually
Must have prior experience in a fast-paced and moderately to highly stressful environment
Must have strong written and verbal communication skills
Must be able to speak and understand English fluently
Must be able to establish and foster positive relationships with owners, guests, and coworkers
Prior experience in cash handling required
Proficiency in Microsoft Word, Excel, and other required applications
Strong work ethic, high energy level, and positive attitude
Must be available weekends and holidays
Must be available to work ANY shift 24/7
A commitment to providing outstanding customer services
Knowledge of Microsoft Office Suite
Able to acquire a clear understanding of timeshare ware applications
Basic knowledge of hardware and peripheral devices is required to perform the job
Ability to establish and maintain effective working relationships with co-workers and leaders
Strong problem-solving skills
Capable of seeing a task through to completion
Strong organizational skills
Excellent verbal and written communication skills. Fluent in the English language
High School Diploma or GED equivalent, or an equivalent combination of training, education, and experience
Previous experience working in a Resort Front Office environment, including previous work in a customer service capacity, is preferred

Nice To Haves

Prior working knowledge of Timeshare Ware Reservation System is a plus
Bilingual a plus

Responsibilities

Facilitates the overall guest experience from check-in through check-out; handles complex technical tasks, including room changes, inventory moves, and folio adjustments as necessary. Creates and issues keys while ensuring the safety and security of all owners and guests. Calculates visit costs, verifies customers' credit, and establishes how the customer will pay for the accommodation
Ensures that each interaction exceeds the expectations of our owners and guests. Is a visible resource to all partners and demonstrates a sense of urgency in responding to any requests for assistance. Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies need and reacts accordingly. Recognizes and initiates solutions to any concerns to the owners’ and guests’ satisfaction
Maintains and is responsible for a house bank, and performs end-of-day reporting of receipts
Communicates with housekeeping, as appropriate, to expedite the cleaning of the units for on-property guests
Performs duties with minimal supervision. Is flexible to work outside the normal business hours when necessary to ensure smooth and successful completion of tasks. Willingly performs other duties as assigned by supervisor and/or management