Front Desk Specialist

Holiday Inn Club Vacations; Gatlinburg (TN); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Pet Insurance

Short & Long Term Disability

AD&D

Hospital Indemnity

Critical Illness

Accident Injury

Life Insurance

HSA/FSA

Employee Assistance Program

401K with Company Match

PTO

Discounted Hospitality Stays

Tuition Assistance

Growth Opportunities & Stability

Excellent Company Culture

Job summary

Holiday Inn Club Vacations Smoky Mountain Resort is seeking a Front Desk Specialist to be the guest’s primary contact at check-in, manage folio transactions, and assist with room assignments. You will handle daily reports, support the Marketing Face-to-Face team, and ensure great first and last impressions for owners and guests.

The role requires strong customer service skills, proficiency in Microsoft Office, and knowledge of the TimeshareWare system; weekend and holiday shifts are required.

Qualifications

• High school diploma or GED required.
• Minimum of one year of customer service experience, preferably in a resort/hotel.
• Fluent English with excellent verbal and written communication.
• Able to use Microsoft Office and TimeshareWare application.

Responsibilities

• Facilitate guest check-in and check-out, handle folio adjustments and room changes as needed.
• Coordinate with Housekeeping, Maintenance, and Custodian to expedite requests.
• Answer guest inquiries and route to resort personnel when needed to ensure guest satisfaction.
• Identify guest needs and respond with appropriate solutions with urgency.
• Maintain a house cash bank, perform end-of-day receipts reporting, and handle payments, including marketplace items.

Skills

Customer service

Communication skills

Problem-solving

Time management

English fluency

Education

High School Diploma or GED

Tools

Microsoft Office

TimeshareWare

Job description

Smoky Mountain Resort
Gatlinburg, TN 37738, USA

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 the 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 as a technical and service expert regarding 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.

Shift: 2:30pm-11pm. Weekends and holidays are a must!

COMPANY BENEFITS

• Other Elective Coverages: Pet Insurance, Short & Long Term Disability, AD&D, Hospital Indemnity, Critical Illness, Accident Injury, Life Insurance
• HSA/FSA
• EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
• 401K with Company Match
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• Company Appreciation Platforms & Innovation Contests
• Growth Opportunities & Stability
• Excellent Company Culture

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 guests. Answer all guest inquiries. 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 cash 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. Sell items from the marketplace to include alcohol

QUALIFICATIONS:

• Must be at least 18 years old
• A commitment to providing outstanding customer service
• Knowledge of Microsoft Office Suite
• Able to acquire a clear understanding of the TimeshareWare application
• Basic knowledge of office equipment is 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

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED
• Minimum of one year of Customer Service experience, preferably in a resort/hotel

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring, and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

#INDRO2

Equal Opportunity Employer
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