Front Desk Specialist

Holiday Inn Club Vacations•Galveston, TX

About The Position

The Front Desk Specialist serves as the front-of-the-house liaison and primary point of contact for resort guests during check-in, folio transactions, and checkout. The role supports an exceptional guest experience by answering questions, resolving concerns, assisting with room assignments, and supporting the Marketing Face to Face team during check-in. The Specialist also provides guidance on business center services and resort Wi-Fi access, handles folios and cash, controls keys, and runs, reviews, and prints reports for daily assignments. The position facilitates the guest experience from check-in through checkout, including room changes, inventory moves, folio adjustments, key issuance, and coordination with Housekeeping to expedite unit cleaning. The Specialist maintains a house bank, reports daily receipts, cashes checks, calculates visit costs, verifies customer credit, and establishes payment arrangements. The schedule is 2:30 p.m. to 11 p.m., with two consecutive weekdays off; weekend and holiday availability is required.

Requirements

High school diploma or GED equivalent, or an equivalent combination of training, education, and experience.
At least one year of customer service experience.
Commitment to outstanding customer service.
Knowledge of Microsoft Office Suite.
Ability to acquire a clear understanding of timeshareware applications.
Basic knowledge of office equipment required to perform the job.
Ability to establish and maintain effective working relationships with coworkers and leaders.
Strong organizational skills.
Excellent verbal and written communication skills.
Fluency in English.
Open availability and ability to work weekends and holidays.

Nice To Haves

Customer service experience in a resort or hotel front office environment.
Bilingual ability.

Responsibilities

Facilitate the guest experience from check-in through checkout.
Handle room changes, inventory moves, and folio adjustments as necessary.
Create and issue keys while ensuring the safety and security of owners and guests.
Answer guest inquiries, identify appropriate resort personnel when needed, and respond to guest concerns with urgency.
Maintain a house bank, perform end-of-day reporting of receipts, and cash owner and guest checks.
Calculate visit costs, verify customer credit, and establish payment arrangements for accommodations.
Communicate with Housekeeping to expedite unit cleaning.
Run, review, and print reports to complete daily assignments.
Support the Marketing Face to Face team during check-in, including providing additional attention or helping with room assignment concerns.
Assist guests with business center and resort Wi-Fi access.
Perform other duties as assigned.