Guest Services Agent

Reunion Resort and Golf Club•Kissimmee, FL

10d•Onsite

About The Position

Located in Central Florida just minutes from Walt Disney World®, Reunion Resort & Golf Club is the premier Orlando vacation destination delivering the best in Florida resort experiences, whether for a family vacation, golf getaway, or group retreat – there is something for everyone! Our guests enjoy luxury villa accommodations and vacation homes, three signature championship golf courses, named 2025 Top 3 Golf courses in Orlando by PGA Magazine – Palmer, Watson, and Nicklaus; a 5-acre water park, tennis and pickleball courts, mini golf, bocce ball and exceptional on-site dining with seven dining outlets and bars. Reunion Resort and Golf Club offers a supportive, dynamic workplace with cross-training, career growth opportunities, and a strong culture of recognition. Hospitality begins with us, and at the heart of our culture is genuine care for our guests, and for each other. We believe that delivering exceptional service begins with how we treat our team members. Here, innovation and collaboration thrive, and every team member is empowered to deliver warm, personalized service that makes our guests feel right at home.

Requirements

Must be at least 18 years of age.
Minimum 1 year of experience in a customer service role; hospitality experience a plus.
Proficient computer skills; experience with property management systems preferred.
Excellent verbal, written communication and interpersonal skills.
Excellent attention to detail, multi-tasking, and time-management abilities.
English language proficiency is required to perform the essential functions of this position.
Comfortable working in a fast-paced, team-oriented environment.
Able to stand, walk, and perform repetitive motions (reaching, lifting, pushing, pulling) for extended periods of time.
Capable of lifting and carrying up to 25 lbs.
Flexible schedule availability, including mornings, evenings, weekends, and holidays.
This position may require driving a company vehicle. Candidates must have a valid driver’s license with an acceptable driving record.

Responsibilities

Greet guests with a friendly, professional demeanor and provide prompt service.
Perform accurate check-in and check-out procedures, ensuring all required information is obtained.
Expedite arrival/departure of guests, while assisting them with their concierge needs.
Answer incoming calls, respond to guest inquiries, and process reservations in person, by phone, or via email, with courtesy and professionalism.
Provide resort guests and members the highest level of customer service.
Handle guest requests and complaints promptly, escalating to a supervisor when necessary.
Maintain knowledge of the resort’s daily operations, recreation activities, dining services, local attractions, and events.
Manage room assignments, keys, and payment transactions with accuracy and security.
Monitor last minute reservations, house count, and status of guest accounts.
Accurately update information in computer systems as needed (i.e., post charges).
Follow checklist for required duties and complete in a timely manner.
Read pass-on log and/or communicate necessary information with other shifts to ensure follow up/follow-through with all guest requests.
Maintain a clean, organized, and welcoming front desk area.
Collaborate with housekeeping, maintenance, and other departments to meet guest needs.
Perform a wide range of administrative functions to ensure efficiency of the department.
Maintain a professional appearance at all times, ensuring the assigned uniform is clean, pressed, and complete with the required nametag.
Attend all required meetings and trainings.
Perform other duties as assigned by leadership to meet business needs.
Adhere to all company policies, safety procedures, and brand service standards.