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 the position of technical and service expert in the business center and provide Wi-Fi access to ensure great first and last impressions. Other responsibilities include posting folios, handling cash, controlling key accounts, and assisting guests with various questions and concerns.
COMPANY BENEFITS:
- Comprehensive Benefits: Medical, Dental, Vision, Prescription, and several other elective coverages
- HSA/FSA
- EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
- 401K with Company Match
- PTO
- Heavily Discounted Hospitality Stays & the Company Perks Website
- Tuition Assistance
- Company Appreciation Platforms & Innovation Contests
- Growth Opportunities & Stability
- Excellent Company Culture
ESSENTIAL DUTIES AND TASKS:
- 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 customers’ 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.
EDUCATION and/or EXPERIENCE:
- 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
- One year of Front Desk experience in a resort or hotel environment is preferred
- Bilingual a plus
QUALIFICATIONS:
- A commitment to providing outstanding customer service
- Knowledge of the 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
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.
