Front Desk Specialist

Holiday Inn Club Vacations•Galveston, TX

8d•Onsite

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 as a technical and service expert regarding business center and resort Wi-Fi access, to ensure great first and last impressions. Other responsibilities include folio posting, cash handling, key control, as well as assisting guests with various questions and concerns.

Requirements

High School Diploma or GED equivalent or an equivalent combination of training, education and experience
Must have a minimum of one year of Customer Service experience, preferably in a resort/hotel Front Office environment
A commitment to providing outstanding customer service
Knowledge of Microsoft Office Suite
Able 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 co-workers and leaders
Strong organizational skills
Excellent verbal and written communication skills
Fluent in the English language
Must have open availability and be able to work weekends and holidays

Nice To Haves

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
Ensures that each interaction exceeds the expectations of our owners and guests. Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies needs and reacts accordingly; recognizing and initiating solutions to owner/guest concerns with a sense of urgency and to their satisfaction
Maintains and is responsible for a house bank, performs end of day reporting of receipts, and cashes owner/guest checks; calculates visit costs, verifies customer’s credit, and establishes how the customer will pay for the accommodation
Communicates with Housekeeping, as appropriate to expedite the cleaning of units
Performs other duties as assigned