Front Desk Agent/Guest Service Representative

Cambria Jacksonville; Jacksonville (FL); On-site; USD 20,664 - 26,174; Full time

Job summary

Cambria Jacksonville is seeking a Front Desk Agent/Guest Service Representative to warmly welcome guests and manage reservations from check-in to check-out. You will respond to guest needs with professionalism, accuracy, and efficiency, ensuring a seamless stay aligned with our hospitality standards.

You will handle wake-up calls, calls, reservations, and inquiries, while maintaining logs, safety procedures, and a polished appearance.

Qualifications

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Strong ability to multi-task and manage shifting priorities in a fast-paced, guest-facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team-oriented, with a positive attitude and commitment to guest satisfaction.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel needs.

Responsibilities

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass-on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check-ins.
• Create and log maintenance work orders using the hotel’s work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Skills

Customer service

Verbal communication

Written communication

Computer skills

Multi-tasking

Decision making

Reliability

Team orientation

Flexibility

Tools

Reservation systems

Job description

As a Front Desk Agent/Guest Service Representative, you are the first and last point of contact for our guests, playing a vital role in creating a welcoming, seamless, and memorable stay. From check-in to check-out, you will assist with reservations, respond to guest needs, and ensure every interaction reflects warmth, professionalism, and efficiency. You will be focused on optimizing each guest’s experience by living out our company purpose: “hospitality from our family to yours.”

Job Responsibilities:

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Serve as a local expert by offering recommendations on shopping, dining, entertainment, and directions.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass-on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check-ins.
• Create and log maintenance work orders using the hotel’s work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Job Qualifications:

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Strong ability to multi-task and manage shifting priorities in a fast-paced, guest-facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team-oriented, with a positive attitude and commitment to guest satisfaction.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel needs.

Physical Demands:

• Must be able to occasionally lift or carry items up to 25 pounds.
• Requires frequent and extended periods of standing, walking, bending, stretching, pushing, pulling, and twisting throughout the shift.
• Must have manual dexterity to operate phones, computers, tablets, payment systems, and other front desk equipment.
• Ability to multi-task efficiently, including switching between guest interactions, phone calls, and administrative tasks.
• Must be able to work independently for extended periods, including low-traffic shifts when management may not be present.
• Ability to perform in a fast-paced and high-pressure environment while maintaining composure and professionalism.