Front Desk Agent

EOS Hospitality•Marathon, FL

47d•Onsite

About The Position

Tranquility Bay Beachfront Resort blends luxurious comfort with the serene charm of the Florida Keys, creating an unforgettable tropical haven in the heart of Marathon. This 103-room resort, set on 12 acres with a 2.5-acre private white-sand beach, offers standalone beach houses and garden guest rooms, three sparkling pools, and vibrant dining at Butterfly Café and TJ’s Tiki Bar. With a focus on exceptional service and immersive water-centric experiences, Tranquility Bay captures the laid-back elegance of island life. Tranquility Bay Beachfront Resort is seeking a friendly, outgoing, and service-focused Front Desk Agent to join our Front Office team. As one of the first and last points of contact for our guests, the Front Desk Agent plays an important role in creating a welcoming and memorable resort experience. This position is responsible for assisting guests throughout their stay, including check-in and check-out, answering questions, processing payments, responding to requests, and working closely with other resort departments to ensure exceptional service. The ideal candidate enjoys working with people, communicates confidently, and thrives in a fast-paced hospitality environment.

Requirements

High school diploma, GED, or equivalent preferred
1+ year of Front Desk, hotel, hospitality, or customer service experience preferred
Previous hotel or resort experience is a plus
Excellent customer service and communication skills
Friendly, professional, and guest-focused demeanor
Strong problem-solving and multitasking abilities
Comfortable using computers and learning hotel property management systems
Ability to work independently and as part of a team
Must be able to communicate effectively in English
Flexible availability including mornings, evenings, weekends, and holidays

Responsibilities

Welcome guests in a warm, friendly, and professional manner
Complete guest check-in and check-out efficiently and accurately
Assist guests with questions regarding accommodations, resort amenities, dining, activities, transportation, and local attractions
Anticipate guest needs and respond promptly to requests
Address guest concerns professionally and involve Front Office leadership when additional assistance is needed
Provide assistance and accommodations to guests with disabilities in accordance with resort standards
Build positive relationships with guests and help create a personalized resort experience
Assist with room reservations, modifications, and general reservation inquiries
Maintain knowledge of room types, rates, packages, promotions, and resort offerings
Process guest payments and post charges accurately to guest accounts
Follow all cash handling, credit card, and payment procedures
Verify guest information and maintain accurate records within the property management system
Assist with special requests, room assignments, and arrival preparation as needed
Answer incoming telephone calls and assist with guest and resort inquiries
Communicate guest requests and concerns to the appropriate departments
Partner closely with Housekeeping, Engineering, Food & Beverage, and other resort teams to ensure guest needs are addressed
Maintain clear communication with Front Office leadership and team members regarding important guest information and follow-up items
Complete assigned daily checklists, reports, and Front Desk tasks accurately and on time
Maintain a clean, organized, and professional Front Desk workspace
Follow all resort policies, procedures, safety, security, and confidentiality standards
Maintain knowledge of emergency procedures and assist as directed
Maintain professional appearance and grooming standards
Perform additional duties and special assignments as requested by management