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Guest Services Representative - Front Desk Specialist Part-Time

Company: Holiday Inn
Location: Kissimmee
Posted on: May 3, 2021

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.A Guest Services representative will provide services in various areas within the Guest Services department: Front Desk, Resort Services and PBX/Call Center. In each area, this individual must commit to providing exceptional guest experience as the subject matter expert, seeking out opportunities to exceed owners and guest expectations. The Guest Services representative must ensure a great first/last impression while coordinating, partnering and supporting various departments during the guest stay that provide an experience with a sense of fun and family.ESSENTIAL DUTIES AND TASKSFacilitates the overall experience from check-in through check-out; 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 EXPERIENCEHigh School Diploma or GED equivalent or an equivalent combination of training, education and experiencePrevious experience working in a Front Office environment or customer service environment preferredQUALIFICATIONSMust have excellent customer service and communication skillsFamiliar with Microsoft, Excel and OutlookBilingual a plus but not necessaryStrong problem solving skillsAbility to make empowered decisions within department guidelinesAbility to handle escalated challenges with limited hands on support from a leaderSupports in-house marketingProactively maintains brand promise and guest experiencePromotes and maintains a safe work environmentAbility to engage with guests for long periods of timeAbility to rotate within the areas of Guest Services, ready to performAbility to receive constructive feedbackConsistently providing service to external and internal guests that meet/exceed our values and cultureINDRO1 Associated topics: call center representative, call center specialist, client service, customer service specialist, intern, platform support, service, support, technical assistant, tsr

Keywords: Holiday Inn, Kissimmee , Guest Services Representative - Front Desk Specialist Part-Time, Other , Kissimmee, Florida

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