Front Desk Specialist Gatlinburg - 2nd shift

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.

The Front Desk Specialist will serve 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 regard 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:

• 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. Communicates with Housekeeping, Maintenance and Custodian as appropriate to expedite the cleaning of units, repairs and other requests.
• 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 cash 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. Sell items from the marketplace to include alcohol.

QUALIFICATIONS:

• Must be at least 18 years old.
• A commitment to providing outstanding customer service
• Knowledge of Microsoft Office Suite
• Able to acquire a clear understanding of timeshare ware application
• Basic knowledge of office equipment 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
• Demonstrates a professional business appearance and upbeat, pleasant personality

EDUCATION and/or EXPERIENCE

• High School Diploma or GED
• Must have a minimum of one year of Customer Service experience, preferably in a resort/hotel
• Bilingual a plus

Hours 2:30PM - 11pm with 2 days off during the week