Front Desk Experience Specialist — Welcoming Guests

Merlin Entertainments; Winter Haven (FL); On-site; USD 18,000 - 25,000; Full time

Job summary

Merlin Entertainments Winter Haven resort is seeking a Front Office Desk Associate to warmly welcome guests, manage check-in/out, and resolve questions with professionalism.

You’ll coordinate with Guest Services, Safety, Housekeeping, and other teams to ensure seamless stays, handle reservations and payments accurately, and keep guest information confidential while contributing ideas to enhance guest experience.

Qualifications

• 1 year of hotel front office experience preferred.
• Experience with a hotel Property Management System (PMS) is a plus.
• High school diploma/GED or equivalent education and experience preferred.
• Must be able to speak and write English clearly and fluently.

Responsibilities

• Welcome every guest with a genuinely warm and friendly arrival.
• Check guests in and out while making sure reservations, payments, special requests, and guest information are accurate.
• Create memorable guest service experiences by responding to questions, requests, concerns, and complaints with professionalism and care.
• Handle incoming calls and assist with outgoing calls through the resort’s phone system.
• Provide helpful information and assistance to guests and visitors.
• Assist with reservations, changes, cancellations, and other guest requests quickly and accurately.
• Work closely with Guest Services, Safety, Housekeeping, Engineering, and other teams to make sure guest needs are taken care of.
• Process guest payments accurately and according to hotel procedures.
• Maintain the safe while on duty and accurately document all transactions.
• Complete cash drops and ensure all required approvals and signatures are in place.
• Balance your shift accurately within the hotel’s property management system (PMS).
• Protect the confidentiality and privacy of our guests and team members.
• Help coordinate during emergencies such as fire, medical situations, or power/system failures by contacting the appropriate personnel.
• Bring forward ideas that could improve our products, services, technology, and guest experience.
• Help create a professional, positive, and fun environment for both guests and fellow team members.

Skills

English fluency

Front office experience

Multitasking

Customer service

Education

High school diploma/GED

Tools

PMS (Property Management System)

Job description

Merlin Entertainments Winter Haven resort is seeking a Front Office Desk Associate to warmly welcome guests, manage check-in/out, and resolve questions with professionalism.

You’ll coordinate with Guest Services, Safety, Housekeeping, and other teams to ensure seamless stays, handle reservations and payments accurately, and keep guest information confidential while contributing ideas to enhance guest experience.