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.

COMPANY BENEFITS:

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

POSITION DESCRIOTION:

This position will be responsible for assisting the Guest Service Signature Collection Manager in the daily implementation of concierge-specific policies and procedures. This position is responsible for the guest/owner experience from pre-arrival communication until they leave the property at the end of their stay. This role will plan any activities that the guest/owner requests and make recommendations based on the preferences of the guests/owners, and will ensure the guests/owners have everything they need in their units, while proactively anticipating their needs so their expectations are exceeded throughout their entire stay. Responsible for creating customer delight in every interaction.

ESSENTIAL DUTIES AND TASKS:

• Pre-arrival communication and coordination for guests/owners to provide and capture proper information to uphold standards for the best vacation experience.
• Plan activities and handle requests for the guests/owners in and around the resort.
• Ensure guests/owners expectations are exceeded by providing memorable customer service with each guest interaction, involving resolving guest concerns with minimal management intervention.
• Coordinate with other intradepartmental areas for thorough communication on in-house guests and owners for on-going needs and requests daily.
• Partner with other resort areas to assist guests and owners to provide the best quality of service.

QUALIFICATIONS:

• Ability to grasp and relay knowledge of the resort amenities and activities that occur.
• Must have a strong knowledge of the Orlando area and the attractions and activities that occur.
• Ability to follow prescribed procedures and guidelines in accomplishing tasks as described above.
• Strong Problem-Solving Skills, strong personal interaction skills.
• Ability to resolve adverse situations to guest satisfaction limiting management involvement.
• Ability to receive negative / constructive comments by guests.
• Ability to book various reservations through approved vendors.
• Proficient computer literacy.
• Ability to review and talk about owner records.
• Ability to be self-directed.
• Skill in attention to detail and multi-tasking.
• Ability to work as part of a team.
• Must have strong verbal and written skills to communicate to the guests/owners.
• Must be fluent in English, bilingual a plus.
• Previous Orange Lake Resort Front Desk or Resort Services experience preferred.