Front Desk Specialist

Serve as the front-of-house liaison to facilitate an exceptional guest experience, acting as the primary point of contact for check-ins, folio transactions, and check-out processes.

Responsibilities

• Facilitate the overall guest experience from check-in through check-out, handling complex tasks including room changes, inventory moves, and folio adjustments.
• Create and issue keys while ensuring the safety and security of all owners and guests.
• Calculate visit costs, verify customers' credit, and establish payment methods for accommodations.
• Ensure each interaction exceeds the expectations of owners and guests.
• Act as a visible resource to all partners, demonstrating urgency in responding to requests for assistance.
• Answer all guest inquiries; identify appropriate resort personnel to assist when needed.
• Recognize and initiate solutions to any concerns to the owners’ and guests’ satisfaction.
• Maintain and manage a house bank, perform end-of-day reporting of receipts.
• Communicate with housekeeping to expedite cleaning of units for on-property guests.
• Perform duties with minimal supervision; flexible to work outside normal business hours as needed.
• Support the Marketing Face-to-Face team during check-in by providing additional time and attention to owners or guests requiring more information or assistance with room assignments.
• Serve as a technical and service expert for business center and resort Wi-Fi access to ensure great first and last impressions.
• Handle folio posting, cash handling, and key control.
• Willingly perform other duties as assigned by supervisor and/or management.

Requirements

• Ability to be self-directed with strong attention to detail and conflict/problem resolution skills.
• Ability to provide a high level of professional service consistently.
• Ability to work as part of a team and individually.
• Prior experience in a fast-paced and moderate to high-stress environment.
• Strong written and verbal communication skills.
• Prior working knowledge of Timeshare Ware Reservation System is a plus.
• Must be able to speak and understand English fluently.
• Ability to establish and foster positive relationships with owners, guests, and coworkers.
• Prior experience in cash handling required.
• Proficiency in Microsoft Word, Excel, and other required applications.
• Strong work ethic, high energy level, and positive attitude.
• Must be available weekends and holidays.

Skills

• Commitment to providing outstanding customer service.
• Knowledge of Microsoft Office Suite.
• Able to acquire a clear understanding of timeshare 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 English.

Qualifications

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

Benefits

• Matching 401K.
• Growth and developmental opportunities.
• Comprehensive medical, dental, and vision benefits.
• Employee Assistance Program (EAP).
• Paid Time Off (PTO).
• Travel benefits, discounts, and free vacations.
• Points through the ClubGo Program.
• Tuition reimbursement and continuing education courses.
• Outstanding company culture.