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Front Desk Specialist

3 months ago

Conroe, United States Holidayinnclub Full time

** Front Desk Specialist (Guest Services Agent)**

**Job Category****:** Resort Operations **Requisition Number****:** FRONT03905 Showing 1 location **Job Details**

**Description**

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 bank, performs end of day reporting of receipts, and cashes owner/guest checks; calculates visit costs, verifies customers credit, and establishes how the customer will pay for the accommodation.

* Performs other duties as assigned.

**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

**QUALIFICATIONS**

* A commitment to providing outstanding customer service

* Knowledge of Microsoft Office Suite

* Must be flexible to work any morning, mid or evening schedule during the week

* 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

* Demonstrates a professional business appearance and upbeat, pleasant personality

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