Guest Services - Front Desk Specialist

Holiday Inn - Kissimmee, FL

Full-time - Entry Level

Kissimmee, FL

Accommodation

About the position

The Guest Services - Front Desk Specialist at Holiday Inn Club Vacations is responsible for providing exceptional guest experiences from check-in to check-out. This role involves managing various tasks within the Guest Services department, including front desk operations, resort services, and call center duties. The specialist must ensure a welcoming environment, handle guest inquiries, and maintain high standards of service to exceed guest expectations.

Responsibilities

• Facilitates the overall experience from check-in through check-out.
• Handles inventory management, folio, collection of payments, and issuing villa keys.
• Collects personal guest information while ensuring safety and security.
• Initiates actions for all guest inquiries via phone, email, survey, or face-to-face interactions.
• Provides follow-up calls/interactions with guests to confirm satisfaction and identify opportunities to exceed expectations.
• Accurately collects and reports data on guest experiences through various software platforms.

Requirements

• High School Diploma or GED equivalent or an equivalent combination of training, education, and experience.
• Previous experience working in a Front Office or customer service environment preferred.
• Excellent customer service and communication skills.
• Familiarity with Microsoft Office, Excel, and Outlook.
• Strong problem-solving skills.
• Ability to make empowered decisions within department guidelines.

Nice-to-haves

• Bilingual skills are a plus but not necessary.
• Ability to handle escalated challenges with limited support from a leader.

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Travel reimbursement
• Tuition reimbursement