Hotel Guest Services Agent — Multi‑Line Concierge

Sierra Lodgings; Orlando (FL); On-site; USD 19,000 - 25,000; Full time

Job summary

Caribe Royale Orlando in Orlando, FL is seeking a Guest Services Agent to handle high-volume phone calls, direct guests to extensions or guestrooms, and communicate hotel information, events, and emergencies with clarity.

This full-time role requires a professional resort demeanor, 1–2 years hotel experience, strong guest service skills, and proficiency with Excel, Word, Opera, and Outlook. Typing speed and multitasking in a fast-paced environment are essential.

Qualifications

• Minimum 1–2 years of hotel experience required or equivalent.
• Outstanding guest services skills.
• Typing skills essential.
• Able to operate multi-line switchboard efficiently.
• Proficient in Microsoft Office applications (Excel, Word, Outlook).

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfer calls to correct extensions.
• Provide information to callers as appropriate.
• Log and properly track internal and external service and maintenance requests.
• Handle guest concerns or complaints over the phone.
• Complete personalized wake-up calls for guests.
• Possess superior phone etiquette, record keeping and follow-up skills.
• Ensure guest issues and complaints receive prompt action and follow-up per hotel standards.
• Handle special arrangements during guest stay and coordinate future visits.
• Perform any other duties as required by management.

Skills

Typing

Customer service

Phone etiquette

Multitasking

English proficiency

Education

High school diploma or equivalent

2-year college degree preferred

Tools

Excel

Word

Opera

Outlook

Job description

Caribe Royale Orlando in Orlando, FL is seeking a Guest Services Agent to handle high-volume phone calls, direct guests to extensions or guestrooms, and communicate hotel information, events, and emergencies with clarity.

This full-time role requires a professional resort demeanor, 1–2 years hotel experience, strong guest service skills, and proficiency with Excel, Word, Opera, and Outlook. Typing speed and multitasking in a fast-paced environment are essential.