Front Desk Specialist

About the role

The Guest Services/Front Desk Specialist at Holiday Inn Club Vacations is responsible for delivering a positive first and lasting impression by supporting check-in and check-out processes, responding to guest needs, coordinating with various departments, and ensuring a seamless vacation experience.

Responsibilities

• Facilitates the overall experience from check-in through check-out; handling tasks such as but not limited to inventory management, folio, collection of payments, issuing villa keys, collecting personal guests' information while ensuring safety and security.
• Initiates actions for all guests' inquiries (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.
• Provide follow up calls/interactions with owners and guests confirming satisfaction with services provided while identifying opportunities to exceed expectations.
• Accurately collect and report/data entry of all guests' experiences through various software platforms used daily and as needed by various department leaders and executives.

Requirements

• Must have excellent customer service and communication skills.
• Familiar with Microsoft, Excel and Outlook.
• Bilingual a plus but not necessary.
• Strong problem-solving skills.
• Ability to make empowered decisions within department guidelines.
• Ability to handle escalated challenges with limited hands on support from a leader.
• Supports in-house marketing.
• Proactively maintains brand promise and guest experience.
• Promotes and maintains a safe work environment.
• Ability to engage with guests for long periods of time.
• Ability to rotate within the areas of Guest Services, ready to perform.
• Consistently provides service to external and internal guests that meet/exceed our values and culture.

Qualifications

• 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.