Guest Service Representative - Comfort Suites Downtown Orlando

Onix Group; Orlando (FL); On-site; USD 30,000 - 38,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Dental, Vision benefits

401k with company match

Flexible Spending Accounts

Paid time off & holidays

Life Insurance & Long Term Disability

Tuition Reimbursement

In-house training

Employee assistance program

Verizon Wireless discount

Job summary

Onix Hospitality is seeking a Guest Services Representative in Orlando, FL to assist guests from check-in to check-out. The role requires strong front desk experience and a focus on service excellence across the property’s rooms and amenities.

The position emphasizes guest satisfaction, upselling opportunities, and collaboration with housekeeping, maintenance, and the management team to ensure smooth operations and memorable stays at our Orlando property.

Qualifications

• Minimum 1 year front desk experience, preferably at a large volume property.
• Excellent verbal and written communication skills.
• Ability to type 30–35 wpm.
• Customer service oriented with sales mindset.

Responsibilities

• Represent the hotel to guests throughout their stay.
• Assist guests with registration and room assignment, catering to special requests.
• Verify payment method and follow credit-check procedures.
• Maintain room status reports and coordinate with housekeeping and maintenance.
• Assist with lobby, coffee stations and breakfast during slower times.
• Know property offerings and be able to upsell services.

Skills

Front desk experience

Customer service

Verbal written communication

Sales minded

Education

High school diploma or equivalent

Tools

Hotel PMS system

Job description

Job Details: Job Location: Orlando, FL 32804, Position Type: Full Time, Job Shift: Any, Offering over 20 years of experience, Onix Hospitality currently owns and manages eight award-winning, top-performing hotels in the Mid-Atlantic region and Florida, operating over 1,000 hotel rooms across its growing portfolio and serving more than half million customers annually. We are currently looking for a Guest Services Representative to join our team!

BENEFITS AND PERKS WE OFFER

Benefits

• Competitive Salary
• Affordable Medical, Dental, and Vision Benefits for You & Your Family
• 401k Retirement With Company Match
• Flexible Spending Accounts (FSA)
• Paid Time Off & Paid Holidays
• Short-term Disability and Maternity Leave Options, Personal and Family Medical Leave
• Company provided Life Insurance and Long Term Disability Coverage

Employee Perks Program

• Tickets At Work for Discounted Entertainment Tickets!
• Tuition Reimbursement
• In Facility Training/Inservice Programs
• Employee Assistance Program
• Free Will/Estate Preparation Services
• Optional Legal & Identity Protection Services
• Verizon Wireless Discount

Responsibilities and Duties

The Guest Services Representative represents the hotel to the guest throughout all stages of the guest's stay. Determines a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. Maintains guest room key storage and maintains and supervises access to safe deposit boxes. Must be sales minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property.

• Knowledge of the reservation system to make, change, and cancel reservations, assist guests as necessary, post charges to guest, master, house accounts and meeting rooms.
• Posts and files all charges to guest, master, and house accounts. Thoroughly understands and adheres to proper credit card and cash-handling policies and procedures. Follows procedures for issuing and closing safe-deposit boxes.
• Is familiar with sales strategies; communicates daily with reservation sales and uses suggestive selling techniques to sell rooms and to promote other services of the hotel
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Aware of all safety and emergency procedures and accident prevention policies.
• During the slow times, assists with maintaining the lobby, coffee stations, and assisting with breakfast
• Be informed about daily operations and events and report any unusual occurrences immediately to the Assistant General Manager or the General Manager.
• Develop a thorough knowledge of property specific brands and the ONIX HOSPITALITY portfolio. At all times strive to represent the property specific brand and ONIX HOSPITALITY in the most professional and courteous manner. Become familiar with all hotel guests, their special requests and ensure that their needs are met.

Qualifications

• High school graduate or equivalent.
• Minimum 1-year previous front desk experience, preferably in a large volume property.
• Hotel computer experience.
• Ability to type 30-35 wpm.
• Excellent verbal and written communication skills.