Guest Services Agent

Evermore Orlando Resort • Lake Buena Vista, FL

9h • Onsite

About The Position

Welcome to Evermore Orlando Resort—the resort that’s redefining the Orlando vacation experience. Just steps away from Walt Disney World®, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort. Evermore is Orlando’s ultimate game changer. In a city known for its theme parks and endless lines, Evermore is the paradise guests crave on their days between park visits. Imagine endless relaxation around Orlando’s first and only beach paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres of white sand. From beachside bars to a vibrant food hall and rooftop dining with views of the fireworks, we’ve crafted unforgettable experiences. Guests can challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water sports including kayaks and paddleboards, a family water slide, rope swing, and activities that fill their days including pickleball, bocce ball, and volleyball. If you’re excited to help guests reimagine the Orlando vacation, join us! Become part of an energetic team bringing Evermore Orlando Resort to life!

Requirements

• High school diploma or equivalent is required.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a friendly and helpful demeanor.
• Attention to detail and accuracy in handling reservations and guest information.
• Ability to handle multiple tasks and work efficiently in a fast-paced environment.
• Proficiency in using resort management software and basic computer applications.
• Ability to work weekends, holidays, overtime, and rotating schedules.

Nice To Haves

• Additional education in hospitality management or a related field is an advantage.
• Prior experience in a customer service role, preferably in the hospitality industry, is an advantage.
• Familiarity with resort reservation systems and front desk operations is beneficial.

Responsibilities

• Welcome guests upon arrival, efficiently manage the arrival process, and provide them with relevant information about the resort's amenities and services. During departure, handle billing procedures accurately and bid farewell to departing guests
• Respond promptly and courteously to guest inquiries, requests, and concerns. As a subject matter expert, offer helpful information about resort facilities, local attractions, and transportation options to enhance the guest's overall experience
• Assist guests with making or modifying reservations, ensuring accurate room availability, rates, and preferences. Collaborate with the reservations and sales teams to maximize occupancy and revenue
• Address guest complaints and concerns in a professional and empathetic manner. Strive to resolve issues promptly and escalate matters to supervisors or management when necessary
• Provide anticipatory concierge services, including making dining reservations, arranging transportation, and organizing local activities based on guest preferences
• Professionally manage incoming phone calls, chats, and emails, directing inquiries to the appropriate departments or providing accurate information as required
• Engage in ongoing training and professional development to enhance knowledge of resort services, local attractions, and customer service skills
• Handle cash, credit card transactions, and other forms of payment accurately and securely, following established resort procedures
• Adhere to resort security and emergency procedures, ensuring a safe environment for guests and colleagues
• Work alongside security at the resort entry gates to greet guests and process their arrival.
• Assist guests to their units with luggage as needed upon request.

Benefits

• FREE Life Insurance
• FREE Short-Term Disability
• FREE Long-Term Disability
• affordable health benefits, including Medical, Dental, and Vision coverage for your dependents
• 401K with employer match
• robust paid time off policy
• parental and grandparent leave
• family and pet bereavement leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees