Front Desk Guest Experience Specialist

Residence Inn Orlando Lake Buena Vista; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive wages

Medical Insurance

Paid Time Off

401k Matching

Daily Pay

Life Insurance

Travel Discounts

Commuter Benefits

Wellness Program

Education/Development

Job summary

Residence Inn Orlando Lake Buena Vista is seeking a Guest Service Agent to greet guests, register arrivals, and provide courteous service in line with hotel standards and sustainability commitments.

You will handle reservations, process payments, operate the PMS, answer guest requests promptly, and help with luggage during peak times. The role supports the front desk team to ensure high guest satisfaction and smooth daily operations.

Qualifications

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Responsibilities

• Greet guests and assist with their needs.
• Register and assign guests to rooms.
• Establish payment methods and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments and provide change.
• Transmit and receive messages via telephone or PMS.
• Respond to guest requests promptly.
• Receive and resolve guest complaints, elevating to supervisor if needed.
• Secure guests' valuables in hotel safe or safe-deposit boxes.
• Balance accounts and conduct audits.
• Be aware of guest satisfaction scores and work toward improving scores.
• Follow safety procedures and OSHA/MSDS guidelines.
• Assist in breakfast area or with luggage during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service

PMS familiarity

Education

High School diploma or equivalent

Job description

Residence Inn Orlando Lake Buena Vista is seeking a Guest Service Agent to greet guests, register arrivals, and provide courteous service in line with hotel standards and sustainability commitments.

You will handle reservations, process payments, operate the PMS, answer guest requests promptly, and help with luggage during peak times. The role supports the front desk team to ensure high guest satisfaction and smooth daily operations.