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Guest Services Security Agent

2 months ago

Orlando, Florida, United States Evermore Orlando Full time
About Evermore Orlando
Evermore Orlando Resort is a pioneering 1,100-acre destination adjacent to Walt Disney World, featuring upscale vacation rental homes, luxury accommodations, and a range of recreational amenities. Our resort includes a luxury hotel, championship golf courses, and a stunning beach complex designed for relaxation and entertainment. We are assembling a dedicated team to bring exceptional experiences to our guests and are looking for individuals eager to contribute to this exciting journey.

Key Responsibilities:
  • Provide a warm welcome to guests and visitors, assisting with inquiries and offering directions.
  • Address guest concerns promptly and professionally, escalating issues to the appropriate departments when necessary.
  • Strive to deliver outstanding customer service, ensuring a positive first impression.
  • Manage guest check-ins and check-outs, including accommodation assignments and requests for late check-outs.
  • Secure payments and verify guest identification, activating or reissuing access credentials as needed.
  • Ensure pricing aligns with market standards and document any exceptions.
  • Adjust guest billing as required and maintain accurate records.
  • Utilize electronic systems to enter and retrieve guest or work-related information.
  • Collaborate with Housekeeping to monitor accommodation status and address guest concerns.
  • Review daily reports and maintain organized guest documentation.
  • Handle all guest communications, ensuring follow-up to guarantee satisfaction.
  • Coordinate transportation arrangements for guests and visitors.
  • Manage guest flow during peak times, ensuring efficient service and minimizing wait times.
  • Respond to emergency situations, providing initial assistance and alerting emergency services as necessary.
  • Complete operational tasks and fulfill guest requests while maintaining detailed reports.
  • Share insights about the local area, enhancing the guest experience.
  • Maintain thorough knowledge of the resort layout and offerings, as well as local attractions.
  • Effectively engage with both internal and external customers, demonstrating patience and diplomacy.
  • Assist guests and team members during emergencies, ensuring safety protocols are followed.
  • Address interruptions and complaints, escalating to management when needed.
  • Document daily activities and incidents in a shift summary report.
  • Follow up with guests and team members to confirm resolution of requests or issues.
  • Protect confidential information and safeguard company assets.
  • Report any work-related accidents or injuries immediately.
  • Foster positive relationships with colleagues and support team objectives.
  • Promote a safe working environment through adherence to safety programs.
  • Build strong relationships with key stakeholders and support various departments as needed.
  • Be flexible to work in different locations based on operational demands.
  • Perform additional related duties as assigned.
Education, Skills, and Experience:
  • High School Diploma or GED required.
  • At least 1 year of experience in security, guest services, or a related field.
  • Valid Florida Driver's License with a satisfactory driving record.
  • Familiarity with security protocols and safety policies.
  • Strong verbal and written communication skills in English; proficiency in additional languages is a plus.
  • Exceptional interpersonal and customer service abilities.
  • Proficient in organizational and problem-solving skills.
  • Excellent time management and multitasking capabilities.
  • Competence in using Google Workspace, Microsoft Office Suite, or similar software.
  • Ability to work independently with minimal supervision.
  • Professional appearance and demeanor.
  • Willingness to work weekends, holidays, and flexible schedules.
Physical Requirements:
  • Able to lift, pull, and push up to 50 pounds safely.
  • Capable of standing, walking, stooping, kneeling, bending, and reaching as needed.
  • Ability to sit and use a computer for extended periods.
  • Work activities will occur both indoors and outdoors.
  • Ability to visually focus on a computer screen for long durations.
  • Repetitive hand motions, such as typing, are required.
  • Must possess a valid Florida driver’s license and have an acceptable driving record.
  • Ability to operate a motor vehicle and golf cart.
Our Work Culture:
We are committed to creating a vibrant workplace that fosters teamwork and inspires confidence in our guests. Our team is dedicated to providing exceptional service and making the planning process seamless and enjoyable. We are building a new standard in hospitality and seek individuals who thrive in a dynamic environment and are passionate about delivering outstanding service. We offer a collaborative, inclusive work environment and are focused on assembling the most professional hospitality team in the industry.

We provide competitive compensation and a comprehensive benefits package, including life insurance, short-term and long-term disability coverage, and a wellness program. Our health benefits include medical, dental, and vision coverage for dependents, along with a 401K plan with employer matching. We also offer generous paid time off, parental leave, and unique policies to support our team members. Join us and be part of our exciting journey