Front Desk Agent

Guest Services Operator

Job Summary

Cheeca Lodge & Spa is seeking a friendly, service-oriented PBX Operator to join our Guest Services team. This key role serves as the main point of contact for incoming calls and property communications, ensuring prompt, courteous, and accurate assistance for both guests and internal departments.

The role is fast-paced and often requires diligent multi-tasking. Our Guest Services team is in constant interaction with both guests and employees in an office setting. A positive and helpful attitude is essential.

 

Key Responsibilities

• Answer all incoming outside phone calls and connect them to the appropriate hotel personnel.
• Respond to in-house guest calls with a warm demeanor, assisting with questions and requests.
• Dispatch guest requests to the appropriate departments and follow-up to ensure completion.
• Monitor the Guest Services email inbox, respond or delegate as appropriate.
• Respond to guest text messages and ensure all inquiries are addressed quickly and efficiently.
• Organize incoming mail; sort and distribute accordingly.
• Receive and record all guest packages. Ensure delivery to guest upon arrival.
• Maintain lost and found item log, as well as make effort to reunite items with their owners.
• Support Front Office and all departments through smooth and efficient internal communication.
• Maintain confidentiality and security of guest information at all time

 

Qualifications

• High school diploma or equivalent required.
• Previous hospitality or guest services experience preferred; luxury resort experience a plus.
• Strong interpersonal and communication skills with ability to provide exceptional service.
• Comfortable using two-way radios and basic technology to communicate with internal teams.
• Comfortable using computer for accessing guest reservation information and email.
• Ability to remain calm and professional under pressure or during high-traffic arrival periods.
• A positive attitude and genuine desire to deliver exceptional guest service.

EEO and ADA Statements

 

The Cheeca Lodge & Spa is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

 

We are a drug-free workplace. Pre-employment drug screening is conducted.

 

 

 

 

 

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Qualifications