Resort Guest Experience Specialist

Spottswood Companies; Key West (FL); On-site; USD 26,000 - 28,000; Full time

Job summary

Eden House in Key West is seeking a Guest Service Representative to be the first point of contact for guests, ensuring an exceptional welcome and smooth check-in/out. This role supports front desk operations, answers inquiries, and promotes hotel amenities.

The ideal candidate excels in communication, handles high-pressure situations calmly, assists with luggage and transportation, and collaborates with housekeeping and maintenance to meet guest needs.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to work with minimal supervision.
• Calm under pressure and able to resolve guest issues.

Responsibilities

• Greet guests and provide a welcoming first impression.
• Check guests in and out, review charges, and manage rooming calendar.
• Handle bookings, cancellations, and special requests; relay to relevant departments.
• Provide information on hotel services, amenities, and local attractions.
• Assist guests with luggage and transportation; handle 30lbs lifting.
• Respond to guest complaints promptly and escalate as needed.
• Promote hotel services and upselling opportunities; coordinate with other departments.
• Maintain the front desk area and ensure accurate financial records; process payments.
• Respond to inquiries via email and messaging platforms; balance cash drawer.
• Submit end-of-shift reports to management; work flexible shifts including weekends/holidays.

Skills

Guest service

Communication

Cash handling

Multitasking

Tools

Akia

OTA systems

Job description

Eden House in Key West is seeking a Guest Service Representative to be the first point of contact for guests, ensuring an exceptional welcome and smooth check-in/out. This role supports front desk operations, answers inquiries, and promotes hotel amenities.

The ideal candidate excels in communication, handles high-pressure situations calmly, assists with luggage and transportation, and collaborates with housekeeping and maintenance to meet guest needs.