Resort Guest Experience Specialist

Holiday Inn Club Vacations Incorporated; Orlando (FL); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Matching 401K

Growth opportunities

Medical, dental & vision benefits

PTO

Travel benefits & discounts

Tuition reimbursement

Excellent company culture

Job summary

Holiday Inn Club Vacations Incorporated is seeking a Front Desk/Guest Services Associate for the 2nd shift (3pm to midnight). You will assist guests with check-in, reservations, payments, and key issuance, while maintaining safety and accurate data entry in our systems.

The role requires strong customer service, communication skills, and the ability to work across departments to resolve issues and enhance the guest experience.

Qualifications

• High School Diploma or GED or equivalent experience.
• Experience in Front Office, Call Center or Customer Service preferred.
• Excellent customer service and communication skills.
• Familiar with Microsoft, Excel and Outlook.

Responsibilities

• Answer calls for check-in and reservations and manage related tasks such as inventory management and payments.
• Handle guest inquiries via phone, email, survey, or in-person and take next steps within guidelines.
• Provide follow-up calls/interactions to confirm satisfaction and identify opportunities to exceed expectations.
• Accurately collect and report guest experiences using daily software platforms.

Skills

Customer service

Communication

Microsoft Excel

Outlook

Bilingual

Problem solving

Decision making

Guest services

Team readiness

Feedback reception

Education

High School Diploma or GED

Tools

Microsoft Excel

Outlook

Job description

Holiday Inn Club Vacations Incorporated is seeking a Front Desk/Guest Services Associate for the 2nd shift (3pm to midnight). You will assist guests with check-in, reservations, payments, and key issuance, while maintaining safety and accurate data entry in our systems.

The role requires strong customer service, communication skills, and the ability to work across departments to resolve issues and enhance the guest experience.