Front Desk Guest Experience Specialist

TownePlace Suites Miami Airport; Miami (FL); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

PTO

Health/Dental/Vision Insurance

401(k) with match

Global hotel discounts

Career growth opportunities

Volunteer time off

Lifestyle discounts

Job summary

Naples Hotel Group seeks a friendly Guest Service Representative to welcome guests from check-in to check-out, process reservations, and address inquiries with warmth and efficiency. You will serve as a local expert, ensuring a seamless guest experience and nurturing lasting impressions throughout their stay.

The role emphasizes professional appearance, strong communication, multitasking, and adherence to safety and confidentiality standards, with comprehensive benefits and opportunities for

Qualifications

• Minimum of 1 year of experience in customer service, preferably in hospitality.
• Excellent verbal and written communication with a professional demeanor.
• Proficient with computers and reservation systems.
• Ability to multitask in a fast-paced, guest-facing environment.
• Able to make sound decisions following company policies.
• Reliable, punctual, and team-oriented with a focus on guest satisfaction.
• Flexible schedule including weekends and holidays as hotel needs.

Responsibilities

• Process guest check-ins and check-outs, confirm reservations, assign rooms, and review charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer phone calls within three rings with professionalism.
• Complete shift checklists and shift reports.
• Provide personalized service by addressing guest inquiries and concerns.
• Conduct courtesy calls after check-in to ensure needs are met.
• Recommend local dining, entertainment, and shopping.
• Log guest feedback and maintain a detailed shift pass-on log.
• Notify housekeeping of room status updates.
• Create and log maintenance work orders.
• Keep front desk and public areas clean and welcoming.
• Greet every guest with warmth; maintain professional appearance.
• Follow safety and confidentiality guidelines.
• Complete safety training and certifications.
• Additional responsibilities as needed.

Skills

Customer service

Communication

Computer skills

Multitasking

Decision making

Reliability

Flexible schedule

Tools

Reservation system experience

Job description

Naples Hotel Group seeks a friendly Guest Service Representative to welcome guests from check-in to check-out, process reservations, and address inquiries with warmth and efficiency. You will serve as a local expert, ensuring a seamless guest experience and nurturing lasting impressions throughout their stay.

The role emphasizes professional appearance, strong communication, multitasking, and adherence to safety and confidentiality standards, with comprehensive benefits and opportunities for