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Hours Full-time, Part-time
Location Gatlinburg, TN
Gatlinburg, Tennessee

About this job

The Front Desk Specialist will serve as the front of the house liaison to facilitate an exceptional guest experience. This individual will serve as secondary point of contact for guests checking into the resort and the primary contact for all folio transactions and check out processes. Additionally, the Specialist will run, review and update reporting daily. The Front Desk Specialist will assist in the check in process by providing additional time and attention to guests requiring more information or assisting with room assignment concerns. This individual is expected to assume a position of a technical and service expert in ensuring great first and last impressions. Other responsibilities include folio posting, cash handling, key control as well as assisting guests with various questions and concerns. Supports the Face to Face team by serving as the liaison for any guest concerns .
Facilitates complex technical tasks including room changes, inventory moves and folio adjustments as necessary.
Ensures that each interaction exceeds the expectations of our owners and guests.
Is a visible resource to all partners and demonstrates a sense of urgency in responding to any requests for assistance.
Creates and issues keys while ensuring the safety and security of all owners and guests.
Maintains a house bank, performs end of day reporting of receipts and cashes checks for owners and guests.
Calculates visit costs, verifies customers' credit and establishes how the customer will pay for the accommodation.
Answers all guest inquiries. If unable to respond as an expert, will identify the appropriate resort personnel to assist. Clarifies need and reacts accordingly. Recognizes and initiates solutions to any concerns to the owners and guests satisfaction.
Provides owners and guests with folio transactions, collects payment and makes change.
Communicates with housekeeping, as appropriate, to expedite the cleaning of the units for on-property guests.
Performs follow-up calls for all opportunities reported.
Observes common areas and communicates cleaning requirements.
Performs duties with minimal supervision.
Is flexible to work outside the normal business hours when necessary to ensure smooth and successful completion of tasks.
Willingly performs other duties as assigned by supervisor and/or management.
A commitment to providing outstanding customer services.
Knowledge of Microsoft Office Suite.
Able to acquire a clear understanding of timeshareware applications.
Basic knowledge of hardware and peripheral devices 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.