Front Desk Specialist - Overnight

About the role

The Front Desk Specialist serves as the primary point of contact for guests, delivering an exceptional experience from check-in through check-out. This role manages folio transactions, completes daily reports, and supports the Marketing Face-to-Face team by assisting owners and guests who require additional information or help with room assignments. The Specialist also serves as a technical and service resource for the business center and resort Wi-Fi, helping ensure positive first and last impressions.

Responsibilities

• 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.
• Ensures that each interaction exceeds the expectations of our owners and guests.
• Answers all guest inquiries. If unable to respond as an expert, identifies 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.
• Communicates with Housekeeping, as appropriate to expedite the cleaning of units.
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Must have a minimum of one year of Customer Service experience, preferably in a resort/hotel Front Office environment
• Bilingual a plus
• 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

Benefits

• Matching 401K
• Growth & Developmental Opportunities
• Comprehensive Medical, Dental & Vision Benefits
• Paid Time Off
• Travel Benefits, Discounts & FREE Vacations through our ClubGo Program
• Tuition Reimbursement & Continuing Education Courses