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Guest Services Coordinator

2 months ago

Stateline, Nevada, United States Holiday Inn Club Vacations Full time
Position Overview

The Guest Services Coordinator plays a crucial role in ensuring a seamless guest experience at our resort. This individual will act as the primary contact for guests during their arrival and departure, managing all aspects of check-in and check-out procedures. In addition, the Coordinator will generate, analyze, and distribute reports to fulfill daily operational requirements.

This role involves collaborating with the Marketing team during guest check-ins, offering personalized assistance to owners or guests needing additional information or addressing room assignment issues. The Coordinator is expected to be a knowledgeable resource regarding business center operations and resort Wi-Fi connectivity, ensuring guests have a positive first and last impression. Responsibilities also include managing folio postings, handling cash transactions, maintaining key control, and addressing various guest inquiries and concerns.

Note: Flexibility in scheduling is essential as shifts may vary.

Availability on Weekends and Holidays is Required.

COMPANY BENEFITS:

  • Weekly Compensation
  • Comprehensive Benefits Package: Medical, Dental, Vision & Prescription Coverage
  • Employee Assistance Program (EAP)
  • Paid Time Off
  • Travel Perks & Discounts
  • Complimentary Meal During Shift
  • 401K Plan with Company Matching
  • Tuition Reimbursement Opportunities

KEY RESPONSIBILITIES:

  • Enhance the overall guest experience from check-in to check-out; manage complex technical tasks such as room changes, inventory adjustments, and folio modifications as needed; issue keys while ensuring the safety and security of all guests.
  • Coordinate with Housekeeping, Maintenance, and Custodial staff to expedite unit cleaning, repairs, and other requests.
  • Ensure that every interaction surpasses the expectations of our guests. Address all inquiries, and if unable to provide an answer, direct guests to the appropriate resort personnel. Identify needs and respond promptly, recognizing and resolving guest concerns with urgency and satisfaction.
  • Maintain a house bank, conduct end-of-day reporting of receipts, process guest checks, calculate visit costs, verify payment methods, and establish how guests will settle their accommodations.
  • Perform additional duties as assigned.

EDUCATION and EXPERIENCE REQUIREMENTS:

  • High School Diploma or GED equivalent
  • Minimum of one year of experience in Customer Service, preferably within a resort or hotel environment
  • Bilingual skills are a plus

QUALIFICATIONS:

  • Dedication to delivering exceptional customer service
  • Proficiency in Microsoft Office Suite
  • Ability to quickly learn timeshare software applications
  • Basic understanding of hardware and peripheral devices necessary for the role
  • Capacity to build and maintain effective working relationships with colleagues and supervisors
  • Strong problem-solving abilities
  • Capability to complete tasks efficiently
  • Excellent organizational skills
  • Outstanding verbal and written communication skills
  • Fluency in English
  • Professional appearance and a friendly, positive demeanor

At Holiday Inn Club Vacations, we are committed to fostering family connections. We seek individuals who demonstrate courage, compassion, and creativity to help us become the most cherished brand in family travel. We are dedicated to the growth of our people, memberships, resorts, and guest satisfaction. If you embody confidence, trust, and respect, and encourage success while building relationships, we would love to hear from you.