Resort Services Representative

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

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.

Exciting Benefits

• Matching 401K
• Growth & Developmental Opportunities
• Comprehensive Medical, Dental & Vision Benefits
• Paid Time Off
• Travel Benefits, Discounts & FREE Vacations through our ClubGo Program
• Tuition Reimbursement & Continuing Education Courses
• Outstanding Company Culture

Schedule - 2nd shift (3pm to midnight)

Essential Duties And Tasks

• Facilitates the overall experience from answering calls in regards their check in & reservation, handling tasks such as but not limited to: inventory management, folio, collection of payments, issuing villa keys, collecting personal guests' information while ensuring safety and security.
• Initiating actions for all guests inquires (phone, email, survey, face to face interactions) or identify next steps through empowered decisions that maintain or exceed owners and guests' expectations; getting the owner or guest(s) closer to a solution.
• Provide follow up calls/interactions with owners and guests confirming satisfaction with services provided while identifying opportunities to exceed expectations.
• Accurately collecting and reporting/data entry of all guests' experiences through various software platforms used daily and as needed by various department leaders and executives.

EDUCATION And/or EXPERIENCE

• High School Diploma or GED equivalent or an equivalent combination of training, education and experience
• Previous experience working in a Front Office environment, Call Center or Customer Service environment preferred

Qualifications

• Must have excellent customer service and communication skills
• Familiar with Microsoft, Excel and Outlook
• Bilingual a plus but not necessary
• Strong problem-solving skills
• Ability to make empowered decisions within department guidelines
• Ability to handle escalated challenges with limited hands-on support from a leader
• Supports in-house marketing
• Proactively maintains brand promise and guest experience
• Promotes and maintains a safe work environment
• Ability to engage with guests for long periods of time
• Ability to rotate within the areas of Guest Services, ready to perform
• Ability to receive constructive feedback
• Consistently providing service to external and internal guests that meet/exceed our values and culture

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.