Front Desk Associate Overnight PT Winter Haven, US

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

Job summary

An established industry player is seeking a Front Desk Associate to deliver exceptional guest service during night shifts. This role involves welcoming guests, managing check-ins and check-outs, and ensuring a smooth and enjoyable experience for all visitors. Ideal candidates will have a knack for effective communication and conflict resolution, contributing to a professional yet friendly environment. Join a dynamic team that values teamwork and employee satisfaction, and play a crucial role in maintaining high standards of service and safety in a bustling hotel setting. If you are passionate about hospitality and customer service, this opportunity is perfect for you.

Qualifications

• 1 year of hotel front office experience preferred but not necessary.
• Must be able to speak and write English clearly and fluently.

Responsibilities

• Welcome guests and assist with check-in/out processes.
• Maintain quality guest service and handle requests efficiently.
• Process payments and manage cash handling accurately.

Skills

Customer Service

Effective Communication

Conflict Resolution

Teamwork

Education

High School Diploma

Hotel Management Experience

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.
• Manage incoming calls and assist with outgoing calls through the PBX efficiently.
• Assist guest services, safety services, housekeeping, and engineering teams with accommodating guest requests.
• Multi-task and prioritize departmental functions to meet deadlines.
• Help maintain a professional and fun environment for guests to enhance guest retention.
• Maintain and control the safe while on duty, keeping detailed records of all transactions.
• Ensure the hotel receives proper credit and payments for guest stays.
• Balance shift with the PMS.
• Perform cash drops for each shift worked, ensuring 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 remains competitive 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 Group Policy (HS001). They must 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 these are brought to the attention of the Curator to complete an incident report and take corrective action to prevent recurrence. 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. Candidates must be capable of providing excellent customer service while maintaining a professional demeanor. Effective communication with others, both verbally and in writing, is essential. Preferred candidates will possess proven conflict resolution and leadership skills to drive initiatives that improve the team and the business.

Pay Range

USD $14.50/Hr.