Guest Services Agent

Job Description

Job Description

About the Role:

At The Nautical Beachfront Resort, we live by one promise— Every Guest, Every Moment, Every Time. If you enjoy creating memorable experiences and working in a fun, guest-focused environment, we’d love to have you join our team.

The Guest Services Agent plays a pivotal role in creating a welcoming and seamless experience for all guests from the moment they arrive until their departure. This position is responsible for managing guest check-ins and check-outs efficiently while addressing inquiries and resolving any issues promptly to ensure guest satisfaction. The role requires maintaining detailed knowledge of the property’s services, amenities, and local attractions to provide accurate information and personalized recommendations. The Guest Services Agent acts as the face of the establishment, embodying professionalism and hospitality to foster positive guest relationships and encourage repeat visits. Ultimately, this role contributes significantly to the overall reputation and success of the hospitality operation by delivering exceptional customer service and support.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality preferred.
• Basic computer skills, including familiarity with reservation and property management systems.
• Strong communication skills with the ability to interact professionally with diverse guests.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications:

• Experience working in a hotel or resort environment with night auditor experience.
• Proficiency in multiple languages to assist a diverse guest population.
• Certification in hospitality or customer service training programs.
• Knowledge of local area attractions and transportation options.
• Conflict resolution and problem-solving skills.

Responsibilities:

• Greet guests warmly upon arrival and assist with the check-in and check-out processes using the property management system.
• Respond promptly and courteously to guest inquiries, requests, and complaints, ensuring timely resolution and guest satisfaction.
• Provide detailed information about hotel services, amenities, and local attractions to enhance the guest experience.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and resolve issues efficiently.
• Maintain accurate records of guest interactions, payments, and reservations while adhering to privacy and security policies.
• Follow all departmental protocols with HBS, Cove, FCC and other unique processes.