Guest Experience Agent

Schulte Hospitality Group•Tallahassee, FL

11d•Onsite

About The Position

Hotel Duval is seeking an energetic, service-minded Guest Service Representative to join their award-winning team. This role offers an excellent opportunity for individuals interested in starting or advancing their hospitality career in an upscale hotel environment. The Front Desk is central to the guest experience, and this position involves creating positive first impressions, problem-solving, recognizing special occasions, and ensuring memorable stays. The role provides exposure to luxury hotel operations and a clear path for career growth within the organization.

Requirements

Minimum of one (1) year in Front Desk Operations
In-depth knowledge of hotel Front Desk operations
Minimum of High School education
Basic computer skills
Ability to communicate effectively verbally and in writing
Ability to exceed expectations of guests and team members
Excellent time management skills
Genuinely enjoy helping people.
Have a positive, outgoing and professional personality.
Communicate confidently and effectively.
Stay composed when things get busy.
Enjoy solving problems and finding solutions.
Pay attention to the details that make experiences feel special.
Want feedback, coaching and opportunities to grow.
Take pride in being part of a successful team.
Are interested in building a career in hospitality, tourism, business or customer experience.

Nice To Haves

Previous hotel, restaurant, retail or customer service experience is preferred

Responsibilities

Welcome guests with genuine hospitality and create a memorable arrival experience.
Assist guests with check-in, check-out and questions throughout their stay.
Recognize Marriott Bonvoy members and help personalize their experience.
Provide information about the hotel, Tallahassee, FSU, FAMU, local events, dining and attractions.
Anticipate guest needs and look for opportunities to make stays more memorable.
Handle guest concerns with professionalism, empathy and a solutions-focused mindset.
Coordinate with Housekeeping, Engineering, Valet, Food & Beverage and other hotel teams to assist guests.
Answer incoming calls and respond to guest requests.
Process payments and maintain accurate guest accounts.
Monitor room status and communicate effectively with other departments.
Assist with VIP and special arrivals.
Maintain a clean, professional and welcoming Front Desk environment.
Support the Front Office leadership team with daily operational needs.
Perform additional duties as necessary to help the hotel succeed.
Greets guests as they arrive, focus on personal recognition.
Reviews arrival lists daily and assists in preparing and assembling welcome amenities.
Escort VIPs to room and check them in prior to arrival.
Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.
Responsible for issued bank. Count bank at beginning and end of shift. Ensure that all cash drops are done in accordance to with proper cash handling procedures and report all cash over/ shorts to management.
Keep front desk area clean and organized.
Assisting with lobby activation as needed.
Utilize proper procedures when handling guest PPI data.
Follow checklist when going through check in or check out with guest. Always retrieve necessary identification documents and form of payment upon arrival.
Attends promptly to guest needs and inquiries.
Perform various other duties as assigned to meet business objectives.

Benefits

Work Today, Get Paid today, with Daily Pay!
Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
Multiple Health Insurance and Life Insurance options
401k Plan + Company Match
Paid Parental Leave
Paid Time Off
Holiday Pay
Pet Insurance
Employee Assistance Program
Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!