Security Gate Agent (2nd Shift)

Evermore Orlando Resort • Lake Buena Vista, FL

1d • Onsite

About The Position

Evermore Orlando Resort is redefining the Orlando vacation experience with its unique blend of upscale vacation homes and luxurious hotel amenities. Located just steps from Walt Disney World, the resort spans 1,100 acres and offers guests a one-of-a-kind experience combining the space of vacation rentals with the services of a world-class resort. Evermore is positioned as a premier destination for relaxation and activities, featuring an 8-acre lagoon with a sandy beach, various dining options, championship golf courses, and numerous recreational activities. The resort seeks passionate individuals to join its energetic team and help bring the Evermore vision to life.

Requirements

• High School Diploma or GED required.
• Minimum of 1 year experience in security, guest service or related professional area.
• Valid Florida Driver’s License with acceptable driving record preferred.
• Knowledge of security protocols.
• Knowledge of company safety policies and applicable Occupational Safety and Health Administration (OSHA) standards.
• Excellent verbal and written communication skills in English.
• Excellent interpersonal and customer service skills.
• Excellent communication, people person; ability to interact with a wide range of people.
• Excels at customer service and relationship building.
• Excellent organizational skills, attention to detail and problem-solving skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and function well in a high-paced and at times stressful environment.
• Proficient in Google Workspace, Microsoft Office Suite, or similar software.
• Self-starter that can work independently with minimal supervision.
• Professional appearance and demeanor.
• Able to safely lift, pull and push up to 50 pounds.
• Able to stand, walk, stoop, kneel, bend, and reach periodically.
• Able to sit and use the computer for hours at a time.
• Visually look at a computer screen for extended periods.
• Repetitive hand motions, such as typing.
• Must possess a valid driver license state FL and must have an acceptable driving record based on company policy.
• Ability to drive a motor vehicle and golf cart.

Nice To Haves

• Able to communicate in other languages, preferred.

Responsibilities

• Extend a warm welcome to guests/visitors, answer questions and provide directions.
• Address guest’s issues promptly and professionally, escalating matters to the appropriate department if needed.
• Must strive to provide exceptional customer service and create a positive first impression.
• Process Evermore guest check-ins, check-outs, accommodation assignments, and accommodation change/late check-out requests.
• Secure payment and verify identification; activate/reissue accommodation access credentials.
• Ensure rates match market codes and document exceptions.
• Verify/adjust billing for guests as needed.
• Enter and locate guest or work-related information using computers, mobile devices and/or other electronic systems.
• Coordinate with Housekeeping to track accommodation status and guest concerns.
• Run and check daily reports, contingency lists, and credit card authorization reports. File guest paperwork or documentation.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
• Arrange transportation for guests/visitors.
• During peak arrival or departure times, must manage queues and maintain order to ensure an efficient flow of guests. Coordinate with other staff members to streamline the process and reduce wait times.
• Must handle emergency situations and may be responsible for providing initial assistance or alerting the appropriate emergency services if required. They should be knowledgeable about resort emergency protocols.
• Process operational needs, address guest requests, and complete reports.
• Sharing highlights of the local area, the Gate Agent makes transactions feel like part of the experience.
• Thorough knowledge of the layout of the resort, its offerings, and some knowledge of the city and surrounding areas.
• Ability to effectively deal with internal and external customers. Some of whom will require high levels of patience, tact, and diplomacy to defuse tense situations.
• Assist guests/visitors and Team members during emergency situations.
• Handle all interruptions and complaints; escalate to the Manager on Duty as needed.
• Call for assistance using proper code responses.
• Complete a shift summary/daily activity or incident report.
• Follow up with guests, Team Members, and operational partners to ensure their requests or problems have been satisfactorily resolved.
• Maintain confidentiality of proprietary information and protect company assets.
• Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain positive working relationships with others; support the team to reach common goals.
• Support the resort safety program to promote and ensure a safe working environment.
• Build strong relationships with key leaders, vendors, contractors, and other stakeholders.
• Support other departments through direct and indirect action.
• Flexible to work at various assigned locations based on operations demand.
• Perform other related duties as assigned.

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