Guest Experience Ambassador – Front Desk

Home2 Suites Miramar Fort Lauderdale; Florida; On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401(k) with employer match

Hotel discounts

Career growth opportunities

Volunteer time off

Lifestyle discount

Job summary

Naples Hotel Group seeks a Guest Service Representative in Florida to greet guests, manage reservations, and support check-in/check-out with warmth and efficiency. You will respond to guest needs, provide local recommendations, and uphold safety and confidentiality standards in a fast-paced, guest-focused environment.

The role emphasizes professional appearance, strong communication, and the ability to multi-task, including weekends and holidays as hotel needs require.

Qualifications

• Minimum of 1 year of experience in customer service, preferably in a hotel or hospitality setting.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Proficient in computer and keyboard use, including familiarity with standard office software and reservation systems.
• Strong ability to multi-task and manage shifting priorities in a fast-paced, guest-facing environment.
• Able to make sound decisions using good judgment and in accordance with company policies and procedures.
• Highly reliable, punctual, and team-oriented, with a positive attitude and commitment to guest satisfaction.
• Ability to work a flexible schedule, including weekends and holidays, based on hotel needs.

Responsibilities

• Process guest check-ins and check-outs, including reservations and room keys.
• Create, modify, and confirm guest reservations.
• Set wake-up calls promptly.
• Answer calls within three rings with prompt and professional assistance.
• Complete shift tasks and required shift reports.
• Provide personalized service to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure needs are met.
• Advise guests on shopping, dining, entertainment, and directions.
• Log guest comments and address concerns to ensure guest satisfaction.
• Maintain an accurate shift log to communicate between shifts.
• 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 a warm and friendly smile.
• Maintain professional appearance per standards.
• Follow procedures for lost and found items.
• Ensure safety by adhering to security and confidentiality standards.
• Comply with safety guidelines; report accidents or unsafe conditions.
• Complete safety training and certifications.
• Maintain professional appearance.
• Additional responsibilities as needed.

Skills

Customer service

Communication

Computer skills

Multi-tasking

Decision making

Reliability

Team player

Flexible scheduling

Tools

Reservation systems

Office software

Job description

Naples Hotel Group seeks a Guest Service Representative in Florida to greet guests, manage reservations, and support check-in/check-out with warmth and efficiency. You will respond to guest needs, provide local recommendations, and uphold safety and confidentiality standards in a fast-paced, guest-focused environment.

The role emphasizes professional appearance, strong communication, and the ability to multi-task, including weekends and holidays as hotel needs require.