Overnight Guest Services Agent

Evermore; Orlando (FL); On-site; USD 30,000 - 46,000; Full time

Benefits offered by this job

Competitive pay

FREE Life Insurance

FREE Short-Term Disability

FREE Long-Term Disability

Medical, Dental, Vision coverage for/0

Job summary

Evermore Orlando Resort in Orlando is seeking a guest services associate to welcome guests, manage arrivals, and provide accurate information on resort amenities and local attractions. You will respond to inquiries, assist with reservations, and collaborate with teams to maximize occupancy and guest satisfaction.

The role requires strong communication, a friendly demeanor, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or equivalent is required.
• Additional education in hospitality management or a related field is an advantage.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a friendly and helpful demeanor.
• Attention to detail and accuracy in handling reservations and guest information.
• Ability to handle multiple tasks and work efficiently in a fast-paced environment.
• Proficiency in using resort management software and basic computer applications.
• Prior experience in a customer service role, preferably in the hospitality industry, is an advantage.
• Familiarity with resort reservation systems and front desk operations is beneficial.
• Ability to work weekends, holidays, overtime, and rotating schedules.

Responsibilities

• Welcome guests upon arrival, manage the arrival process, and provide information about resort amenities and services.
• Respond promptly to guest inquiries and concerns, offering information about facilities and local attractions.
• Assist guests with reservations, ensure accurate room availability and preferences, collaborate with reservations and sales teams.
• Address guest complaints professionally and escalate when needed.
• Provide concierge services, including dining reservations and transportation arrangements.
• Manage incoming calls, chats, and emails, directing inquiries appropriately.
• Engage in ongoing training to improve knowledge of services and customer service skills.
• Handle cash, credit card transactions, and other payments securely.
• Adhere to security and emergency procedures to ensure guest and staff safety.
• Assist guests to their units with luggage as needed.

Skills

Excellent communication

Customer service orientation

Attention to detail

Multitasking

Team oriented

Education

High school diploma or equivalent

Education in hospitality management

Tools

Resort management software

Basic computer skills

Job description

Description

Shape the Next Generation of Vacations!
Welcome to Evermore Orlando Resort—the resort that’s redefining the Orlando vacation experience. Just steps away from Walt Disney World®, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Evermore is Orlando’s ultimate game changer. In a city known for its theme parks and endless lines, Evermore is the paradise guests crave on their days between park visits. Imagine endless relaxation around Orlando’s first and only beach paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres of white sand. From beachside bars to a vibrant food hall and rooftop dining with views of the fireworks, we’ve crafted unforgettable experiences. Guests can challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water sports including kayaks and paddleboards, a family water slide, rope swing, and activities that fill their days including pickleball, bocce ball, and volleyball.

If you’re excited to help guests reimagine the Orlando vacation, join us! Become part of an energetic team bringing Evermore Orlando Resort to life!

Key Responsibilities:

• Welcome guests upon arrival, efficiently manage the arrival process, and provide them with relevant information about the resort's amenities and services. During departure, handle billing procedures accurately and bid farewell to departing guests
• Respond promptly and courteously to guest inquiries, requests, and concerns. As a subject matter expert, offer helpful information about resort facilities, local attractions, and transportation options to enhance the guest's overall experience
• Assist guests with making or modifying reservations, ensuring accurate room availability, rates, and preferences. Collaborate with the reservations and sales teams to maximize occupancy and revenue
• Address guest complaints and concerns in a professional and empathetic manner. Strive to resolve issues promptly and elevate matters to supervisors or management when necessary
• Provide anticipatory concierge services, including making dining reservations, arranging transportation, and organizing local activities based on guest preferences
• Professionally manage incoming phone calls, chats, and emails, directing inquiries to the appropriate departments or providing accurate information as required
• Engage in ongoing training and professional development to enhance knowledge of resort services, local attractions, and customer service skills
• Handle cash, credit card transactions, and other forms of payment accurately and securely, following established resort procedures
• Adhere to resort security and emergency procedures, ensuring a safe environment for guests and colleagues
• Work alongside security at the resort entry gates to greet guests and process their arrival.
• Assist guests to their units with luggage as needed upon request.

Education, Skills, and Experience:

• High school diploma or equivalent is required.
• Additional education in hospitality management or a related field is an advantage.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a friendly and helpful demeanor.
• Attention to detail and accuracy in handling reservations and guest information.
• Ability to handle multiple tasks and work efficiently in a fast-paced environment.
• Proficiency in using resort management software and basic computer applications.
• Prior experience in a customer service role, preferably in the hospitality industry, is an advantage.
• Familiarity with resort reservation systems and front desk operations is beneficial.
• Ability to work weekends, holidays, overtime, and rotating schedules.

Physical Requirements:

• Able to safely lift, pull and push up to 50 pounds
• Able to stand, walk, stoop, kneel, bend, and reach periodically
• Visually look at a computer for extended periods
• Able to sit and use the computer for hours at a time
• Subject to environmental conditions, work activities can occur inside and outside
• Visually look at a computer for extended periods
• Repetitive hand motions, such as typing

Evermore Culture

At Evermore, our purpose is Togetherness, and our vision is to make a more together world possible.

Through relational wellness, we cultivate an inclusive, people-first culture where collaboration, trust, and respect empower every Team Member to thrive. Our Values guide how we think, make decisions, and show up for our guests, one another, and the moments that matter most. We are committed to acting with integrity, striving for the extraordinary, and recognizing that our greatest success comes when we succeed together.

We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.

• competitive pay
• FREE Life Insurance
• FREE Short-Term Disability
• FREE Long-Term Disability
• affordable health benefits, including Medical, Dental, and Vision coverage for your dependents
• 401K with employer match
• robust paid time off policy
• parental and grandparent leave
• family and pet bereavement leave
• unique policies in support of our team and significant relationships in their lives

EOE/M/F/D/V

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.