Overnight Guest Service Agent FT The Equestrian Hotel

World Equestrian Center Ocala; Ocala (FL); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hospitality center in Ocala seeks a friendly Overnight Guest Service Agent to ensure guest satisfaction during night shifts. Responsibilities include managing check-ins, handling cash transactions, and assisting with guest needs. Ideal candidates will possess strong organizational and conflict management skills, ensuring a welcoming environment for all guests.

Qualifications

• Must understand and write English.
• Ability to work with little or no supervision.

Responsibilities

• Provide outstanding guest satisfaction and handle check-in/check-out.
• Produce accurate reports and handle cash transactions.
• Assist evening security and maintain cleanliness of Front Desk.

Skills

Organization

Conflict Management

Customer Service

Education

High School Graduate

Job description

The World Equestrian Center has an opportunity available for a friendly, welcoming, and outgoing Overnight Guest Service Agent to join our dynamic front desk team. The primary responsibility of a Overnight Guest Service Agent is to run close of day programs for the hotel's accounting department and account for daily activity by organizing and verifying information, identifying and correcting discrepancies, posting accounts, running and distributing daily reports as well as have the ability to perform all Front Desk Agent functions as required to ensure guests' satisfaction. The Overnight Guest Service Agent shift is 11:00 pm-7:00 am.

Primary Responsibilities:

• Provide outstanding guest satisfaction by greeting all guests, performing quick and efficient check-in procedures and well as reviewing charges with guests during the check-out process.
• Handle all incoming calls in a polite and professional manner and provide the guests with the requested information pertaining to hotel services and amenities.
• Produce accurate and timely reports and correctly handle all cash transactions.
• Complete all remaining credit card transactions for that day's arrivals; transmit credit card batches.
• Verify correct room rates are posted, run all steps of Night Audit procedures to end the day, maintain printouts and disperse daily reports to management.
• Transfer charges to appropriate accounts.
• Assist the evening security team to maintain a safe and comfortable environment for guests, handles incidents and guest's needs during the overnight, and reports necessary issues to management.
• Respond to complaints from guests with the assistance of the Safety department about noise, room conditions, housekeeping needs and various other types of requests.
• Maintain positive communication with accounting department and assists to resolve specific accounting requests.
• Provide courteous cooperation with fellow associates in all departments.
• Accurately complete a resort informational document as requested by management.
• Maintain cleanliness of Front Desk and other areas.
• Alert Management about the status of supplies to ensure that the front desk operates smoothly and efficiently.
• Follow all SOPs as communicated by Management.
• Have complete knowledge of all promotions, events, resort and island services in order to promote excellent customer service and positive feedback.
• Assist rooms control individual with wholesale requests, in-house reservations, rooming and any other related requests.
• Maintain the organization of all pertinent paperwork to assist the Accounting department and the profitability of the Resort.
• Other duties as assigned by Management

This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.

Physical Requirements:

The physical requirements necessary for an associate to successfully perform the essential functions of the position are outlined below. Reasonable accommodations can be made to enable individuals with disabilities to perform the described essential functions of the position.

• Associate may have to stand walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Qualifications, Education, Experience, Skills, and Abilities:

• Must be able to understand and write English.
• Speak to guests in a warm, friendly and courteous manner.
• Good organization skills.
• Effective conflict management and decision-making is required.
• Must work well under pressure.
• High School Graduate or equivalent.
• Ability to work with little or no supervision and complete duties with special attention.

The World Equestrian Center is managed by Columbus Hospitality Management , a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment.