Overnight Guest Services Agent
About The Position
The Overnight Guest Services Agent supports guests throughout their resort stay, from arrival and check-in through departure. The role provides information about resort amenities, local attractions, and transportation; assists with reservations and concierge requests; responds to guest communications and concerns; processes payments; and follows resort security and emergency procedures. The agent also works with security at the resort entry gates to welcome arriving guests and may assist guests with luggage to their units upon request. The position requires working weekends, holidays, overtime, and rotating schedules.
Requirements
- High school diploma or equivalent.
- Excellent communication and interpersonal skills.
- Strong customer service orientation and a friendly, helpful demeanor.
- Attention to detail and accuracy when handling reservations and guest information.
- Ability to manage multiple tasks and work efficiently in a fast-paced environment.
- Proficiency with resort management software and basic computer applications.
- Ability to work weekends, holidays, overtime, and rotating schedules.
- Ability to safely lift, pull, and push up to 50 pounds.
- Ability to stand, walk, stoop, kneel, bend, and reach periodically; sit and use a computer for extended periods; and perform repetitive hand motions such as typing.
- Ability to work in indoor and outdoor environmental conditions.
Nice To Haves
- Additional education in hospitality management or a related field.
- Prior customer service experience, preferably in the hospitality industry.
- Familiarity with resort reservation systems and front desk operations.
Responsibilities
- Welcome arriving guests, manage the arrival process, and provide information about resort amenities and services.
- Handle departure billing accurately and bid farewell to guests.
- Respond promptly and courteously to guest inquiries, requests, and concerns, and provide information about resort facilities, local attractions, and transportation.
- Assist guests with making or modifying reservations, confirming room availability, rates, and preferences; collaborate with reservations and sales teams to support occupancy and revenue.
- Address guest complaints professionally and empathetically, resolving issues promptly or escalating them to supervisors or management when needed.
- Provide concierge services such as arranging dining reservations, transportation, and local activities based on guest preferences.
- Manage incoming phone calls, chats, and emails, responding accurately or directing inquiries to the appropriate departments.
- Participate in ongoing training and professional development related to resort services, local attractions, and customer service.
- Handle cash, credit card transactions, and other payments accurately and securely according to resort procedures.
- Follow resort security and emergency procedures to help maintain a safe environment for guests and colleagues.
- Work alongside security at resort entry gates to greet guests and process their arrival.
- Assist guests with luggage and escort them to their units upon request.
Benefits
- Competitive pay.
- Free life insurance.
- Free short-term disability insurance.
- Free long-term disability insurance.
- Affordable medical, dental, and vision coverage for dependents.
- 401(k) with employer match.
- Paid time off.
- Parental and grandparent leave.
- Family and pet bereavement leave.
- Unique policies supporting team members and significant relationships in their lives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
