Timeshare Check-in Office Customer Service

About the Role:

The Timeshare Check-in Office Customer Service role is pivotal in ensuring a seamless and welcoming experience for guests arriving at our timeshare properties. This position involves managing the check-in process efficiently while providing exceptional customer service to enhance guest satisfaction and loyalty. The role requires coordinating with various departments to resolve any issues promptly and to communicate important information regarding the timeshare accommodations and amenities. By maintaining accurate records and handling guest inquiries professionally, the employee contributes to the overall operational success of the timeshare office. Ultimately, this role is essential in creating a positive first impression and fostering long-term relationships with timeshare owners and guests.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service, preferably in hospitality or timeshare environments.
• Basic computer & office skills 
• Strong communication skills, both verbal and written.
• Ability to work flexible hours, including weekends and holidays as needed.

Preferred Qualifications:

• Experience specifically in timeshare or vacation ownership customer service.
• Familiarity with property management systems (PMS) and customer relationship management (CRM) tools.
• Ability to multitask / adaptability
• Knowledge of reservation and office management software 
• Conflict resolution and problem-solving
• Knowledge of local area attractions and services to provide informed recommendations

Responsibilities:

• Greet and assist guests during the check-in process, ensuring all necessary documentation is completed accurately and efficiently.
• Verify guest reservations and timeshare ownership details using the company’s reservation system, to include collection of any balances due.
• Provide clear and courteous information about property amenities, policies, and local attractions to enhance the guest experience.
• Address and resolve guest concerns or complaints promptly, escalating issues to management when necessary.
• Maintain organized records of guest interactions, check-ins, and any special requests or accommodations.
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and facilities meet guest expectations.
• Assist with outbound communications such as confirmation calls, follow-ups, and promotional information distribution.
• Adhere to all company policies and procedures, including those related to data privacy and security.

Skills:

In this role, strong communication skills are essential for effectively interacting with guests and team members, ensuring clarity and professionalism in all exchanges. Customer service skills are applied daily to create a welcoming environment and to handle inquiries or concerns with empathy and efficiency. Organizational skills are critical for managing multiple check-ins, maintaining accurate records, and coordinating with other departments to meet guest needs. Technical proficiency with reservation and office software enables smooth processing of check-ins and management of guest information. Additionally, problem-solving skills help in quickly addressing unexpected issues, ensuring guest satisfaction and operational continuity.

Please Note: This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned.