Guest Service Agent

Fort Lauderdale, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

Paid Time Off

employee discount

Retirement Plan

Professional Development

Employee assistance program

flexible scheduling

Job Description

North Beach Village Resorts is a renowned hospitality destination located in a scenic area known for its beautiful beaches and vibrant local culture. As a reputable resort, it offers guests an exquisite combination of comfort, luxury, and outstanding service through a variety of amenities and room selections. The resort's team is dedicated to creating memorable experiences for each guest, from the moment of reservation through their entire stay. The company prides itself on maintaining high standards of hospitality while fostering an inclusive and respectful workplace environment for all employees. North Beach Village Resorts is committed to providing equal employment opportunities, ensuring a diverse hiring process without discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

The Reservation Agent role at North Beach Village Resorts serves as a vital link between guests and the hotel services, responsible for managing room bookings, accommodating guest requests, and enhancing overall guest satisfaction. This full-time position requires excellent communication skills, a professional demeanor, and the ability to multitask effectively in a fast-paced environment. Key responsibilities include maintaining an updated inventory of vacancies, processing reservations, handling guest check-ins and check-outs, and collaborating closely with other departments like housekeeping and maintenance. The agent must also use persuasive selling techniques to promote room reservations and other hotel amenities, contributing directly to the resort's revenue goals. Additionally, this role demands a thorough knowledge of hotel policies, room types, rates, and local area attractions to provide guests with informed and tailored service.

The ideal candidate possesses a high school diploma or equivalent, with prior experience in hospitality or front office operations being highly preferable. Flexibility to work weekends and holidays is essential due to the nature of the hospitality industry. Familiarity with front office equipment, telephone etiquette, credit and cash handling procedures, and safety protocols is also required. The agent must maintain confidentiality of guest information and uphold the highest level of professional appearance and conduct at all times. Furthermore, they are expected to assist in maintaining the overall property cleanliness and appearance by reporting maintenance issues and ensuring curb appeal is impeccable. Above all, the Reservation Agent must go above and beyond daily to provide exceptional service to guests, supporting team members and management in achieving operational excellence and guest satisfaction. This position offers an excellent opportunity to work within a dynamic and guest-centered environment where career growth and professional development are encouraged.

Job Requirements

high school diploma or equivalent
ability to communicate with the public, hotel staff, and management in a professional manner
knowledge of surrounding areas and local events
ability to understand and adhere to proper credit and cash handling policies and procedures, able to properly secure guest information
ability to learn safety, emergency, and accident prevention policies and procedures
skilled in the use of front office equipment
knowledge of proper telephone etiquette
ability to work a flexible schedule, including weekends and holidays

Job Qualifications

high school diploma or equivalent
ability to communicate with the public, hotel staff, and management in a professional manner
knowledge of surrounding areas and local events
ability to learn safety, emergency, and accident prevention policies and procedures
skilled in the use of front office equipment
knowledge of proper telephone etiquette

Job Duties

Maintain an inventory of vacancies, reservations, and room assignments
possess a working knowledge of the reservations department, take same-day reservations and future reservations when necessary, know cancellation procedures
complete daily checklist
know room locations, types of rooms available, and room rates
register arriving guests and assign rooms
coordinate room status updates with housekeeping by notifying of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
coordinate guest room maintenance with engineering and maintenance division
use persuasive selling techniques to sell rooms and promote other hotel services
know daily activities and meetings taking place in the hotel
report any unusual occurrences or requests to manager or assistant manager
manage and resolve all guest complaints in a professional and courteous manner
process guest check-outs and handle monetary transactions
maintain customer privacy
maintain a high level of professional appearance and demeanor
perform other duties as assigned
maintain the interior and exterior of the assigned location
pick up trash and debris when walking the property, ensure curb appeal is perfect at all times
place maintenance tickets and follow up until task completion
go above and beyond each day for guests, superiors, and team members