Guest Experience Agent – Front Desk & Guest Satisfaction

Aloft Orlando International Drive; Orlando (FL); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Paid Time Off

401k Company Match

Travel Discounts

Commuter Transit and Parking Benefits

Job summary

Aloft Orlando International Drive in Orlando, FL, seeks a Guest Service Agent to greet, register and assist guests, balancing courtesy with brand standards. You will handle reservations, payments, and PMS-based tasks to ensure smooth arrivals and departures.

Ideal candidates bring strong customer service experience, ability to work varied shifts, and a proactive approach to guest satisfaction. This role offers opportunities within a vibrant hotel environment that values hospitality and teamwork.

Qualifications

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

Responsibilities

• Immediately greet guests and offer to assist with their needs.
• Register and assign guests to hotel rooms.
• Establish methods of payment and verify credit.
• Make and confirm reservations.
• Compute bills, collect payments, and make change for guests.
• Transmit and receive messages, using telephones or the PMS system.
• Respond to guest requests in a timely manner.
• Receive and resolve guest complaints, elevating to supervisor if necessary.
• Secure guests' valuables in hotel safe or safe-deposit boxes, if not available in guest rooms.
• Perform bookkeeping activities, such as balancing accounts and conducting audits.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Skills

Customer service experience

Education

High School diploma

Tools

PMS systems

Job description

Aloft Orlando International Drive in Orlando, FL, seeks a Guest Service Agent to greet, register and assist guests, balancing courtesy with brand standards. You will handle reservations, payments, and PMS-based tasks to ensure smooth arrivals and departures.

Ideal candidates bring strong customer service experience, ability to work varied shifts, and a proactive approach to guest satisfaction. This role offers opportunities within a vibrant hotel environment that values hospitality and teamwork.