Front Desk Intern - RISE Program (Summer 2024)

**Housing Available**

Holiday Inn Club Vacations Incorporated looks 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.

To prepare and develop tomorrow’s leaders, the Resort Industry Student Experience (RISE) internship program provides the structure and resources to harness, teach, and grow talented students into successful career professionals through an immersive, holistic, and dynamic learning experience in the hospitality industry.

All internships will consist of hands on work, observations, special projects, leadership development, training, feedback and evaluations. Students will have the opportunity to form connections with both their peers and industry leaders who are in roles in both their own department and others.

Internships are approximately three to six months long. At the completion of the internship there may be the opportunity for seasonal, full- or part-time employment, however placement is not guaranteed.

As a Front Desk/Guest Services Intern within the RISE Program, you 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 and provide services in various areas within the Guest Services department: Front Desk, Resort Services and PBX/Call Center. The Front Desk Intern 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.

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.
• Initiating actions for all guests inquires (phone, email, survey, face to face interactions) or identify next steps through empowered decisions that maintain or exceed owners and guests expectations; getting the owner or guest(s) closer to a solution.
• 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.
• Performs other duties as assigned.

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

Education and/or Experience

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Previous experience working in a Front Office environment or customer service environment preferred

Qualifications

• Student pursuing a degree Hospitality Management or other relevant area of study
• Enrolled in college/university courses within 6 months of the start of the internship (recent graduates may apply)
• Must be able to work some evenings and weekends for the duration of their internship.
• Must not be first two semesters taking college coursework
• Must be able to pass and complete a background check
• Must be able to complete entire program without interruptions

Schedule

Morning , Mid & Evening with weekend availability