Overnight Front Desk Agent

IDILIQ Group•Kissimmee, FL

just now•Onsite

About The Position

The Overnight Front Desk Agent is responsible for providing a welcoming and efficient experience for resort guests during overnight hours. This role involves managing check-ins and check-outs, processing payments, handling guest inquiries and issues, managing reservations, and ensuring the front desk area is well-maintained. The position requires strong communication, problem-solving, and organizational skills, with a focus on guest satisfaction and adherence to established procedures.

Requirements

High School degree or equivalent
An ability to think logically and solve problems with a proven track record of prioritizing and organizing their time
Flexible with regards to assigned tasks and able to work under own initiative as well as part of a team
Knowing how to work under pressure to meet company’s deadlines
Good communication skills both written and verbally
Hard working with a professional attitude
Must be computer literate
Must have knowledge and background in hospitality
Must have a reliable source of transportation
Must have a minimum of 1-year Front Desk/ Guest Services experience at a hotel or resort.
A flexible schedule is required.

Nice To Haves

Bi-lingual candidates will be given preference.

Responsibilities

Schedule will include working 4:30pm to 3:00am
Check in and out Resort guests in a timely and professional fashion.
Process all payments according to established procedures. (Posting Activities fees, package fees, etc.)
Welcome guests in a friendly, prompt, and professional manner.
Register guests, issue home keys, and provide information on the resort amenities and activities.
Promptly and courteously answer phones
Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing deposit and other reports, preparing deposits, and counting/securing assigned bank.
Communicate any outstanding guest requests or issues to appropriate departments (i.e.: management, maintenance, housekeeping departments) that may require additional monitoring or follow-up.
Respond appropriately to guest complaints either in-person, emails or various websites.
Make appropriate service recovery gestures in order to ensure complete guest satisfaction.
Book/create guest reservations for individuals that are requested from within the Resort
Effectively and efficiently communicate any cancellations or changes with the Reservations department.
Ensure all the guest’s personal information address, email, and phone) is updated in the system prior to printing the registration form.
Ensure all guest packages are logged appropriately with First & Last Name, tracking number, house number, and cost of package.
Verify name on package with proper ID before providing packages. Ensure guest signs & dates all packages received.
Ensure all mail is filed correctly.
Utilize your e-mail to communicate with other departments or when management is not available for any follow-ups.
Place Notes in the reservations systems for any potential guest complaints. (under “reception” tab.
Ensure that front desk reception desk is clean, tidy and stocked for the next attendant.
Perform other duties assigned by manager.