Job Description

This position is responsible for assisting with all inbound information requests to the resort from owners, guests, resort departments, personnel, and guest units. The PBX Guest Services Agent will respond to all inbound owner/guest requests or inquiries, internal service requests, and other information requests to ensure that all inquiries are addressed and resolved immediately to create a sense of urgency and importance to the experience of our owners and guests. This position will have a solid understanding of resort facilities and services, as well as possess a general knowledge of club ownership services, to properly facilitate information requests from club owners and guests to the proper department for the resolution of any concerns, requests, or issues.

The PBX Guest Services Agent will efficiently distribute calls to various individuals and departments as needed to ensure a timely response to any information request and guest satisfaction. They will also track all calls and information requests, as well as assist all departments as needed to ensure that timely service requests are met. Additional responsibilities include communicating room anomalies, coordinating all communication between the proper personnel via phone or radio, and providing clerical support for the department. Other activities include monitoring staff assignment completion times for requests. The PBX Services Agent will confer with other departments to coordinate and follow up on all guest-related issues. You may be required to work at the front desk as a front desk agent.

COMPANY BENEFITS:

• Excellent Company Culture
• Comprehensive Benefits: Medical, Dental, Vision & Prescription
• EAP - Employee Assistance Program
• 401K with Company Match
• EAP-Employee Assistance Program
• PTO
• Heavily Discounted Hospitality Stays & the Company Perks Website
• Tuition Assistance
• One Free Meal Per Shift
• Growth Opportunities & Stability

ESSENTIAL DUTIES AND TASKS:

• Handle all Guest Service information requests from all incoming and outgoing communication areas as needed, while ensuring a timely response to promote guest satisfaction. Monitor all calls and guest requests to ensure timely resolution.
• Relay all communication to appropriate service departments, whether within the resort or to corporate club owner services, as required.
• Follow up with the owner, guest, and department concerns.
• Maintain complete records of guest-signed registration forms. Receiving and logging all incoming and outgoing mail and parcels for guests, owners, and other departments
• Provide front desk support to the department.

QUALIFICATIONS:

• Must have timeshare resort or hospitality experience within the guest services industry and be able to professionally communicate via a telephone switchboard with enthusiasm, positivity, and sincerity.
• May have in-person contact with guests and may directly address and mitigate guest concerns.
• Must be able to develop and maintain comprehensive knowledge of resort procedures and operations, and ensure communication of relevant information as required.
• Must possess a sincere dedication to providing an unsurpassed level of owner and guest satisfaction.
• Must have demonstrated exceptional verbal and written communication skills.
• Must demonstrate a commitment to the team.
• Must be able to multitask in a high-pressure environment.
• Must possess good computer, writing, and typing skills.

KNOWLEDGE, SKILLS & ABILITIES:

• A commitment to providing outstanding customer service.
• Knowledge of the Microsoft Office Suite.
• Able to acquire a clear understanding of timeshare ware applications.
• Basic knowledge of hardware and peripheral devices 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.
• Must have timeshare resort or hospitality experience within the guest services industry and be able to professionally communicate via a telephone switchboard with enthusiasm, positivity, and sincerity.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent or an equivalent combination of training, education, and experience.
• At least one year of experience in the Hospitality industry and/or Customer Service background. Bilingual is a plus.

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 about 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.