Front Desk Specialist - Mid & Evening Shift

Holiday Inn Club Vacations

19h•Onsite

About The Position

The Front Desk Specialist serves as the primary point of contact for guests, delivering an exceptional experience from check-in through check-out. This role manages folio transactions, completes daily reports, and supports the Marketing Face-to-Face team by assisting owners and guests who require additional information or help with room assignments. The Specialist also serves as a technical and service resource for the business center and resort Wi-Fi, helping ensure positive first and last impressions.

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 timeshare ware applications
Basic knowledge of hardware and peripheral devices 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

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 guest. Answer all guest inquires. 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.