Front Desk Specialist

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We re looking for people like this to join our friendly, engaged, professional team.

POSITION DESCRIPTION:

This position will be responsible for serving as the front of the house liaison to facilitate an exceptional guest experience. This individual will serve as 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 regards to 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.

ESSENTIAL DUTIES AND TASKS (up to five):

• 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.
• Maintains and is responsible for a house bank, performs end of day reporting of receipts and cashes checks for owners and guests.
• Calculates visit costs, verifies customers' credit and establishes how the customer will pay for the accommodation.
• 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.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

N/A

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Degree in Hospitality preferred.
• Previous experience working in a Resort Front Office environment including previous work in a customer service capacity is preferred
• Bilingual a plus

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

QUALIFICATIONS:

• 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