Guest Experience Agent - Front Desk & VIP Service

Colwen Management Inc; Florida; On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance with Company-Funded

Vision Insurance

Flexible Spending Accounts

Paid Time Off Programs

401K Plan – Traditional & Roth Options

Hotel Discount Travel Program for Colw

Exclusive Associate Discounts

Training and Development Programs

Job summary

Colwen Management Inc. is seeking a friendly Guest Service Agent for DoubleTree by Hilton Ocean Point Resort in Sunny Isles Beach, FL. You will handle guest registration, reservations, and local area information with a focus on exceptional service.

This full-time role requires strong communication, organization, and the ability to work a 7-day rotating schedule including nights, weekends, and holidays. Experience with Hilton brands and front desk operations is a plus.

Qualifications

• One year of related experience, hotel preferred.
• Prior Hilton brand experience preferred.
• Excellent verbal and written communications skills.
• Strong organizational skills and attention to detail.
• Superior interpersonal and customer service skills, ability to deal with difficult guests.
• Familiarity with local area, ability to provide directions and maps to local attractions and destinations.
• Willingness to work 7-day rotational work schedule including nights, weekends, and holidays.

Responsibilities

• Operate the front desk and assist guests with inquiries and other needs during pre-arrival, registration, stay, checkout, and post-departure.
• Provide exceptional guest service.
• Efficiently manage the operations of the front desk, ensure check in and check out is timely.
• Warmly and professionally welcome all guests.
• Process guest check-in: confirm reservations, assign guest rooms.
• Treat requests with professionalism, tact, and courteous manner; act with a sense of urgency.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Maintain knowledge of hotel policies including rates, discounts, special offers and community events.
• Maintain knowledge of upcoming events, local area, and hotel offerings.
• Ensure prompt delivery of billing to guests.
• Process all payments types e.g. charges, cash, checks, debit or credit cards.
• Discreetly handle confidential guest information.
• Coordinate with Housekeeping Department to track room readiness and communicate guest requests and concerns.
• Ensure lobby and shared areas are neat and orderly.
• Adhere to all Colwen and brand standards.
• Maintain STRICT key controls.
• Perform other related duties as assigned.

Skills

Verbal Communication

Written Communication

Interpersonal Skills

Customer Service

Organizational Skills

Microsoft Office Suite

Tools

Microsoft Office Suite

Job description

Colwen Management Inc. is seeking a friendly Guest Service Agent for DoubleTree by Hilton Ocean Point Resort in Sunny Isles Beach, FL. You will handle guest registration, reservations, and local area information with a focus on exceptional service.

This full-time role requires strong communication, organization, and the ability to work a 7-day rotating schedule including nights, weekends, and holidays. Experience with Hilton brands and front desk operations is a plus.