Guest Experience Specialist

Holiday Inn Express & Suites Trinity; Trinity (FL); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

PTO

Health insurance

401(k) with match

Hotel discounts

Career growth opportunities

Volunteer time off

Lifestyle discounts

Job summary

Naples Hotel Group is seeking a Guest Service Representative to manage front desk duties, greet guests, and ensure a seamless experience from check-in to check-out. You will handle reservations, respond to inquiries, and provide local recommendations with warmth and professionalism.

The role emphasizes accuracy, courtesy, and a proactive approach to guest needs, including coordinating with housekeeping and maintenance as part of a team. Full-time position with comprehensive benefits.

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.

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.

Skills

Customer service

Communication

Multitasking

Professional demeanour

Tools

Reservation systems

Computer literacy

Office software

Job description

Naples Hotel Group is seeking a Guest Service Representative to manage front desk duties, greet guests, and ensure a seamless experience from check-in to check-out. You will handle reservations, respond to inquiries, and provide local recommendations with warmth and professionalism.

The role emphasizes accuracy, courtesy, and a proactive approach to guest needs, including coordinating with housekeeping and maintenance as part of a team. Full-time position with comprehensive benefits.