Front Desk Associate Overnight PT

Merlin Magic Making; Winter Haven (FL); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Associate to create memorable experiences for guests at their resort. In this role, you will be the first point of contact, ensuring a warm welcome and assisting with check-ins and check-outs. Your ability to provide excellent customer service, manage guest requests, and maintain a professional demeanor will be crucial. The position requires teamwork and effective communication, with opportunities to suggest improvements for services and processes. Join a dynamic environment where your contributions will enhance guest satisfaction and retention.

Qualifications

• 1 year of hotel front office experience preferred.
• Fluent in English, with strong communication skills.

Responsibilities

• Welcome guests and provide a dynamic service experience.
• Process payments and handle guest requests efficiently.
• Assist with emergencies and maintain guest confidentiality.

Skills

Customer Service

Conflict Resolution

Teamwork

Communication

Education

High School Diploma

Experience in Hotel Management

Tools

Hotel Property Management Systems

Job description

What you'll bring to the team

About the role...

The Front Desk Associate is responsible for the hotel as it relates to guest service, cash handling, and overall communications from 11:00 PM to 7:00 AM.

What you’ll be doing...

• Welcome all guests into the resort with a genuinely warm welcome.
• Deliver a dynamic guest service experience by assisting guests with checking in/out, requests, complaints, and concerns.
• Work effectively in a team environment.
• Check guests in and out of the resort, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Maintain and improve the quality of guest service.
• Process all payments in accordance with established hotel policies.
• Provide information and assistance to all guests and visitors.
• Handle all requests for guest room reservations, changes, cancellations, and information promptly and courteously.
• Assist with incoming calls and outgoing calls that transpire through the PBX.
• Assist guest services, safety services, housekeeping, and engineering teams with accommodating guest requests.
• Multi-task and prioritize departmental functions to meet deadlines.
• Maintain a professional and fun place for our guests to help with guest retention.
• Control the safe while on duty, keeping detailed records of all transactions.
• Ensure the hotel receives proper credit and payments for guest stays.
• Ensure shift is balanced with the PMS.
• Perform cash drops for each shift worked and ensure the proper signatures and approvals are made.
• Create a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.
• Provide ideas and suggestions for new products, services, technology, and processes to ensure the company maintains a competitive position and anticipates changing customer needs.
• Maintain confidentiality of all guests and employees.
• Provide dynamic guest service to our guests.
• Assist with emergencies (i.e., fire, medical, power/system failure) by contacting designated personnel for immediate assistance.

Health & Safety:

Team members are responsible for ensuring all Health, Safety & Security measures are in line with the Group Policy (HS001). They must ensure that they follow all company measures to ensure their own safety and the safety of others. This includes ensuring risk assessments are signed off, safe working procedures are in place and being followed for all work activities. Where incidents do occur, a team member must ensure that these are brought to the attention of the Curator in order for an incident report to be completed and corrective action is taken to ensure that such incidents are not repeated. Must adhere to all Merlin Dive Safety standards.

Qualifications & Experience

Who we’re looking for...

1 year of hotel front office experience is preferred, but not necessary. Preferred candidates will have experience working with hotel property management systems or equivalent experience. Must be able to speak and write English clearly and fluently. Preferred candidates must be capable of providing excellent customer service while maintaining a professional demeanor. Must be able to communicate effectively with others, both verbally and written. Preferred candidates will possess proven conflict resolution skills, along with leadership skills, to drive initiatives to improve the team and the business.

Pay Range

USD $14.50/Hr.