About the Role:

The Guest Service Agent is responsible for promoting an atmosphere that ensures pro-active, friendly and efficient services for our guests, ensures guests needs are met and expectations are exceeded. The Guest Service Agent will champion and follow all company policies and rules.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The following reflects the essential duties for this job, however, does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities of this job at any time. To perform this job successfully, an individual must be able to perform the following essential duties satisfactorily with or without reasonable accommodations.

· Exceed Guest Expectations by:

· Providing a warm welcome.

· Say YES !!

· Making the visit memorable.

· Meeting your personal enrollment target set forth by your department manager, offering enrollment to all non-members.

· Champion the CRM updating profile option, updating guest profiles with new information.

· Offering room upsells when available, consistent with the hotel’s monthly target.

· Acting as an Ambassador to Guests.

· Communicate with a Smile.

· Project a hospitable demeanor.

· Demonstrate teamwork.

· Keep it clean and safe.

· Owning guest complaints, and attempting to resolve complaints immediately.

· Follow proper cash/check/credit card/AR control/shift closing procedures

· Follow SOPs for registering Guests.

· Follow requests by Sales Department

· Be in proper uniform, name badge and follow appearance guidelines at all times.

· Follow proper key control procedure for issued keys.

· Remain aware of any and all potential security problems and report them to your Supervisor and/or GM.

· Follow emergency procedures, Material Safety Data Sheet (MSDS), safety precautions and safest work habits.

· Carry out any reasonable request by Management and Management Company.

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES:

· Excellent Interpersonal skills: ability to engage Guests and other employees.

· Knowledgeable about your Property’s layout, facilities and services and the local area, including attractions and amenities so that you can answer questions from Guests.

· Strong computer skills, able to input reservations.

· Well Groomed, professional appearance.

· Enjoy selling/ marketing the hotel in person and on the phone.

· Excellent verbal communication skills.

· CORE COMPETENCIES: Energetic, Must have a sense of urgency, Honest, ethical, Extrovert, friendly, Problem Solve; able to “think on your feet”.

EXPERIENCE AND / OR EDUCATION:

· Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required.

· 1-year experience in a similar size operation required.

· Hotel experience preferred.

· Bilingual a plus.

PHYSICAL REQUIREMENTS:

· Ability to work on a computer for extended periods of time (maximum 5 hours at a time, 8 hours in total/day).

· Ability to stand for long periods of time (maximum of 5 hours at a time, 8 hours total a day).

· Ability to speak and hear on a phone within a shared work space.

· Must be able to handle stress; from Guests and Employees.

· Ability to lift or carry up to 50 pounds. (i.e., PC or various equipment).

· Able to clearly communicate to employees, Guests, vendors & Corporate Executives.

· Able to work a flexible schedule including weekends, days and evenings as the business dictates.

OTHER:

· Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

· Upon employment, all employees are required to fully comply with Hotels rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel and Company rules and regulations will be subject to disciplinary action, up to and including termination of employment.

· We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information or other protected class. Our locations are drug-free. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Kissimmee, FL 34741: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: One location