Guest Services Agent

6 months ago

Orlando, United States Evermore Orlando Full time
About Evermore

Evermore Orlando Resort is an innovative 1,100-acre resort adjacent to Walt Disney World® featuring centrally owned upscale and upsized vacation rental homes, flats & villas, a luxury Conrad hotel, 36 holes of world-class Jack Nicklaus golf, and a massive 20-acre tropical beach complex around Evermore Bay, our 8-acre crystalline water amenity by Crystal Lagoons®. The surrounding beach areas feature zero-entry swim areas, bars, cabanas, private firepits, a lively food hall & gourmet market, a casual dining restaurant, and an event Boathouse that will provide a picture-perfect backdrop for weddings, banquets, and corporate meetings. Evermore is building a team that will bring these experiences to life and is seeking individuals who want the challenge of building this exciting resort experience.

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 escalate 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


We are an innovative workplace; seeking great people like youOur Work Culture

Our team is impassioned to master group gatherings in Orlando and aims to inspire guest confidence in the vacation rental experience and goes the extra mile to make the process of planning big trips "easy on purpose". We're building a brand-new hospitality asset class in Orlando and seek those that feel at home in a dynamic, fast-paced environment with a curiosity to seek and deliver outstanding service with a good sense of humor to enjoy the process. We seek quality Team Members who will demonstrate what it means to be a good neighbor to our guests. We offer an inclusive, team-oriented work environment and are working to build the most professional hospitality team in the industry.

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, and a Wellness program. 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. Are you ready to join us? We can't wait to meet you

EOE/M/F/D/V

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