Guest Experience Specialist — Front Desk

Cambria Jacksonville; Jacksonville (FL); On-site; USD 20,664 - 26,174; Full time

Job summary

Cambria Jacksonville is seeking a Front Desk Agent/Guest Service Representative to warmly welcome guests and manage reservations from check-in to check-out. You will respond to guest needs with professionalism, accuracy, and efficiency, ensuring a seamless stay aligned with our hospitality standards.

You will handle wake-up calls, calls, reservations, and inquiries, while maintaining logs, safety procedures, and a polished appearance.

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 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.
• 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 in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demands.

Skills

Customer service

Verbal communication

Written communication

Computer skills

Multi-tasking

Decision making

Reliability

Team orientation

Flexibility

Tools

Reservation systems

Job description

Cambria Jacksonville is seeking a Front Desk Agent/Guest Service Representative to warmly welcome guests and manage reservations from check-in to check-out. You will respond to guest needs with professionalism, accuracy, and efficiency, ensuring a seamless stay aligned with our hospitality standards.

You will handle wake-up calls, calls, reservations, and inquiries, while maintaining logs, safety procedures, and a polished appearance.