What are the responsibilities and job description for the Guest Service Representative position at Sheraton Orlando North?
Company Description The Sheraton Orlando North offers a refined, welcoming experience with spacious guest rooms designed for comfort and relaxation. Guests enjoy an impressive outdoor pool and jacuzzi area, as well as professionally catered events with the signature Starwood hospitality touch. The hotel is conveniently located near I-4, providing easy access for team members and guests alike. Just minutes from downtown Orlando and major theme parks, the property attracts a mix of business and leisure travelers, creating a dynamic work environment for hospitality professionals.
Role Description The Guest Service Representative is a full-time, on-site role based at Sheraton Orlando North in Orlando, FL. This team member greets guests upon arrival, completes check-in and check-out processes, and responds to guest inquiries in a professional, courteous manner. Daily responsibilities include answering phone calls, assisting with reservations, coordinating with housekeeping and maintenance, and resolving guest concerns promptly to ensure a positive stay. The role also involves processing payments, maintaining accurate records, and providing information about hotel facilities, local attractions, and transportation options. The Guest Service Representative supports a welcoming lobby environment, collaborates with other departments, and upholds brand standards for service quality and guest satisfaction.
Qualifications
Role Description The Guest Service Representative is a full-time, on-site role based at Sheraton Orlando North in Orlando, FL. This team member greets guests upon arrival, completes check-in and check-out processes, and responds to guest inquiries in a professional, courteous manner. Daily responsibilities include answering phone calls, assisting with reservations, coordinating with housekeeping and maintenance, and resolving guest concerns promptly to ensure a positive stay. The role also involves processing payments, maintaining accurate records, and providing information about hotel facilities, local attractions, and transportation options. The Guest Service Representative supports a welcoming lobby environment, collaborates with other departments, and upholds brand standards for service quality and guest satisfaction.
Qualifications
- Demonstrated customer service and guest relations skills, with the ability to handle inquiries and concerns calmly and professionally.
- Strong communication and interpersonal skills, including clear spoken and written communication and active listening abilities.
- Basic administrative and computer skills, such as handling reservations systems, processing payments, and maintaining accurate records.
- Ability to multitask in a fast-paced environment, prioritize tasks, and maintain attention to detail while managing multiple guest requests.
- Team-oriented mindset, with the ability to collaborate effectively with front desk, housekeeping, maintenance, and event staff.
- Flexible schedule availability, including evenings, weekends, and holidays as needed in a hotel environment.
- Prior experience in hospitality, front desk, or customer-facing roles is preferred but not required.
- High school diploma or equivalent; additional training or education in hospitality or tourism is a plus.