Guest Services Intern-Spring 2020 (Paid! Jan-Apr) in Kissimmee, FL at Holiday Inn Club Vacations

Date Posted: 10/25/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.

POSITION DESCRIPTION:

A Guest Services Intern 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 for our brand, seeking out opportunities to exceed owners and guest expectations. The Guest Services representative must assist guests and owner at every touch point including: prearrival, arrival, stay and departure. The representative will coordinate with and support various departments to provide an experience with a sense of fun and family. 

 
ESSENTIAL DUTIES AND TASKS:  

1. Facilitates 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 information of guests while ensuring safety and security

2. Initiating actions for all guest inquiries (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

3. Provide follow up calls/interactions with owners and guests confirming satisfaction with services provided while identifying opportunities to exceed expectations

4. 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

 

 

Job Requirements



EDUCATION and/or EXPERIENCE

  • Student pursuing a degree in Sports and Recreation Management, Communications, Business, Event Management, Hospitality Management or other relevant area of study
  • Experience working in hospitality, food & beverage, hotel operations or related area is a plus
  • Degree seeking student currently enrolled in college or who has graduated within 6 months of the start of the internship
  • Preferred GPA of 3.0 or higher and be in current good standing with the college/university
  • Must be able to secure housing in the location of the internship for the duration of the internship
  • Must be able to pass and complete a background check
  • Must be able to complete entire program without interruptions


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
  • Maintain positive guest experience throughout each interaction. 

PHYSICAL DEMANDS


While performing the duties of this job the employee may be required to sit or stand for extended periods of time.  Will be required to bend, twist, reach, push, pull, and operate office machinery.  Must be able to lift up to thirty pounds.  Specific work assignments may change without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.



WORKING CONDITIONS

The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.

WORK SCHEDULE/HOURS

Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.  Must be flexible to work outside of departmental operating hours.

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.