Front Desk Agent
Carter Hospitality Group, LLC, Kissimmee, FL, United States
Hotel Guest Service Representative
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.
Essential Duties
Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
Complete all items as listed on shift checklists
Bucket checks to be performed by each shift to verify data as it pertains to:
Guest name
Guest address
Room rate
Date of departure
Number of guests in room
Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
Issue guest safety deposit boxes as requested
Advise guests of any messages, mail, faxes, etc. received for them
Communicate services and amenities of the hotel to guests
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Take, record and relay messages accurately, completely and legibly
Offer detailed information on the voice mail system to callers and guests wishing to leave messages
Accept and record wake-up call requests
Any and all duties assigned by management
Minimum Requirements
Previous experience working in guest service or related field (hospitality preferred)
Must have reliable transportation
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Knowledge/Skills/Abilities
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Ability to work harmoniously with fellow employees and guests
Follow all company policies and procedures
Ensure uniform and personal appearance are clean and professional
Thank guests with genuine appreciation
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (
Established in 2011, Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For more information, visit us at CarterHospitality.com.
Enriching lives by crafting exceptional environments and experiences.
We design, build and care for unique settings where communities thrive and memorable experiences come to life.
We are an Equal Employment Opportunity employer.
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.
Essential Duties
Check-in and check-out hotel guests in a confident, professional, and friendly manner.
Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
Complete all items as listed on shift checklists
Bucket checks to be performed by each shift to verify data as it pertains to:
Guest name
Guest address
Room rate
Date of departure
Number of guests in room
Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
Issue guest safety deposit boxes as requested
Advise guests of any messages, mail, faxes, etc. received for them
Communicate services and amenities of the hotel to guests
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Take, record and relay messages accurately, completely and legibly
Offer detailed information on the voice mail system to callers and guests wishing to leave messages
Accept and record wake-up call requests
Any and all duties assigned by management
Minimum Requirements
Previous experience working in guest service or related field (hospitality preferred)
Must have reliable transportation
Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Knowledge/Skills/Abilities
Ability to read, write and speak English (multi-lingual a plus)
Ability to hear, understand, follow and give written and oral instructions
Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
Ability to work with large groups of people, and age groups
Ability to plan, organize and conduct a wide variety of activities
Ability to work harmoniously with fellow employees and guests
Follow all company policies and procedures
Ensure uniform and personal appearance are clean and professional
Thank guests with genuine appreciation
Speak with others using clear and professional language
Develop and maintain positive working relationships with others
Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
Ability to frequently (
Established in 2011, Carter Hospitality Group, LLC. is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas. For more information, visit us at CarterHospitality.com.
Enriching lives by crafting exceptional environments and experiences.
We design, build and care for unique settings where communities thrive and memorable experiences come to life.
We are an Equal Employment Opportunity employer.