Guest Experience Specialist - Hospitality Front Desk

TownePlace Suites Plant City; Florida; On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

401(k) Matching

Exclusive hotel discounts

Career growth opportunities

Volunteer time and lifestyle discounts

Job summary

Naples Hotel Group seeks a Guest Service Representative to warmly greet guests, handle check-ins/outs, and manage reservations with efficiency and professional care. You will be the frontline ambassador for a welcoming stay, coordinating with teams and resolving issues to ensure guest satisfaction.

The role requires strong communication, multitasking, and flexibility, including weekends/holidays. Training and growth opportunities are offered within our family-owned hospitality group.

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.
• 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

Communication skills

Multitasking

Reservation systems

Professional demeanor

Phone etiquette

Tools

Reservation software

Job description

Naples Hotel Group seeks a Guest Service Representative to warmly greet guests, handle check-ins/outs, and manage reservations with efficiency and professional care. You will be the frontline ambassador for a welcoming stay, coordinating with teams and resolving issues to ensure guest satisfaction.

The role requires strong communication, multitasking, and flexibility, including weekends/holidays. Training and growth opportunities are offered within our family-owned hospitality group.