Guest Experience Associate — Growth, Benefits & Discounts

Holiday Inn Express & Suites Trinity; Starkey Ranch (FL); On-site; USD 33,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental and vision insurance

Life insurance

401(k) with employer match

Hotel discounts

Job summary

Naples Hotel Group is seeking a Guest Service Representative to welcome guests, handle check-ins/outs, reservations, and inquiries at the front desk. You will act as a local expert, ensuring satisfaction and smooth operations while maintaining a warm, professional appearance.

The role requires strong communication, computer skills, and the ability to multitask in a fast-paced hotel environment. Flexible scheduling, including weekends and holidays, is expected.

Qualifications

• Minimum of 1 year of customer service experience.
• Excellent verbal and written communication skills.
• Proficient in computer use and reservation systems.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Process guest check-ins and check-outs, including confirming reservations, assigning rooms, issuing and activating room keys, and reviewing charges.
• Create, modify, and confirm guest reservations accurately.
• Set wake-up calls promptly and courteously.
• Answer incoming phone calls within three rings, providing prompt and professional assistance.
• Complete all shift checklist tasks and required shift reports.
• Provide personalized service by responding to guest inquiries and concerns with professionalism and a focus on satisfaction.
• Conduct courtesy call-backs to guests after check-in to ensure their needs are met.
• Serve as a local expert by offering recommendations on shopping, dining, entertainment, and directions.
• Log and address guest comments or complaints to ensure all guests leave satisfied.
• Maintain an accurate and detailed shift pass-on log to ensure clear communication between shifts.
• Notify housekeeping of room status updates such as departures and early check-ins.
• Create and log maintenance work orders using the hotel’s work order tracking system.
• Keep the front desk, lobby, and immediate public areas clean, organized, and welcoming at all times.
• Greet every guest you encounter during your shift with a warm and friendly smile.
• Maintain a professional appearance in accordance with uniform and grooming standards.
• Follow all hotel procedures for handling lost and found items.
• Ensure guest and associate safety by adhering to key security, emergency protocols, and confidentiality standards.
• Comply with all company safety guidelines; report any accidents, injuries, or unsafe conditions to management immediately.
• Complete all required safety training and certifications.
• Must maintain a professional appearance inaccordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Skills

Customer service

Hospitality

Reservation systems

Computer literacy

Multi-tasking

Tools

Reservation software

Phone systems

MS Office

Job description

Naples Hotel Group is seeking a Guest Service Representative to welcome guests, handle check-ins/outs, reservations, and inquiries at the front desk. You will act as a local expert, ensuring satisfaction and smooth operations while maintaining a warm, professional appearance.

The role requires strong communication, computer skills, and the ability to multitask in a fast-paced hotel environment. Flexible scheduling, including weekends and holidays, is expected.