Guest Services Concierge – Luxury Resort Front Desk

Reunion Resort and Golf Club; Kissimmee (FL); Hybrid; USD 18,000 - 26,000; Full time

Job summary

Reunion Resort & Golf Club in Kissimmee, FL is seeking a Guest Services Agent to warmly welcome guests, perform check-in/out, and handle concierge requests with a high level of service. You will answer calls, manage reservations, and assist guests with local attractions and dining options.

The role requires excellent communication, attention to detail, and the ability to work a flexible schedule, including weekends and holidays.

Qualifications

• Must be at least 18 years of age.
• Minimum 1 year of experience in a customer service role; hospitality experience a plus.
• Proficient computer skills; experience with property management systems preferred.
• Excellent verbal, written communication and interpersonal skills.
• English language proficiency is required to perform the essential functions of this position.
• Capable of lifting and carrying up to 25 lbs.
• Flexible schedule availability, including mornings, evenings, weekends, and holidays.
• This position may require driving a company vehicle. Candidates must have a valid driver’s license with an acceptable driving record.

Responsibilities

• Greet guests with a friendly, professional demeanor and provide prompt service.
• Perform accurate check-in and check-out procedures, ensuring all required information is obtained.
• Expedite arrival/departure of guests, while assisting them with their concierge needs.
• Answer incoming calls, respond to guest inquiries, and process reservations in person, by phone, or via email, with courtesy and professionalism.
• Provide resort guests and members the highest level of customer service.
• Handle guest requests and complaints promptly, escalating to a supervisor when necessary.
• Maintain knowledge of the resort’s daily operations, recreation activities, dining services, local attractions, and events.
• Manage room assignments, keys, and payment transactions with accuracy and security.
• Monitor last minute reservations, house count, and status of guest accounts.
• Accurately update information in computer systems as needed (i.e., post charges).
• Follow checklist for required duties and complete in a timely manner.
• Read pass-on log and/or communicate necessary information with other shifts to ensure follow up/follow-through with all guest requests.
• Maintain a clean, organized, and welcoming front desk area.
• Collaborate with housekeeping, maintenance, and other departments to meet guest needs.
• Perform a wide range of administrative functions to ensure efficiency of the department.
• Maintain a professional appearance at all times, ensuring the assigned uniform is clean, pressed, and complete with the required nametag.
• Attend all required meetings and trainings.
• Perform other duties as assigned by leadership to meet business needs.
• Adhere to all company policies, safety procedures, and brand service standards.

Skills

Customer service

Communication

Attention to detail

Teamwork

Time management

Tools

Property management systems

Job description

Reunion Resort & Golf Club in Kissimmee, FL is seeking a Guest Services Agent to warmly welcome guests, perform check-in/out, and handle concierge requests with a high level of service. You will answer calls, manage reservations, and assist guests with local attractions and dining options.

The role requires excellent communication, attention to detail, and the ability to work a flexible schedule, including weekends and holidays.