Guest Service Representative

Join a team where your passion for hospitality shines. At Staybridge Suites Naples Marco Island, you are the face of warmth and professionalism, ensuring each guest enjoys a seamless and memorable stay. Your role will be pivotal from the first greeting to the final farewell, capturing the essence of our commitment to “hospitality from our family to yours.”

Responsibilities

• Manage guest check-ins and check-outs, confirming reservations and reviewing charges with precision.
• Handle guest reservations, modifications, and confirmations.
• Deliver timely wake-up calls with courtesy.
• Address incoming calls with prompt and professional service.
• Execute shift checklist tasks and submit detailed reports.
• Respond to guest inquiries with genuine care and attention.
• Conduct follow-up calls to ensure guest satisfaction post check-in.
• Provide expert recommendations on local attractions, dining, and entertainment.
• Resolve guest comments and concerns, ensuring complete satisfaction.
• Maintain a comprehensive shift pass-on log for seamless communication.
• Coordinate room status updates with housekeeping.
• Initiate and track maintenance work orders efficiently.
• Ensure the front desk and lobby areas are immaculate and inviting.
• Welcome each guest with a warm smile and friendly demeanor.
• Adhere to uniform and grooming standards to maintain professionalism.
• Follow procedures for handling lost and found items.
• Prioritize safety by following key security and emergency protocols.
• Report any accidents or unsafe conditions promptly.
• Complete all necessary safety training and certifications.
• Adapt to evolving business needs with flexibility and initiative.

Qualifications

• A minimum of 1 year in customer service, preferably in hospitality.
• Exceptional verbal and written communication skills.
• Proficiency with computers and reservation systems.
• Ability to multitask in a dynamic, guest-focused environment.
• Sound decision-making skills aligned with company policies.
• Reliability, punctuality, and a team-oriented spirit.
• Flexibility to work weekends and holidays as needed.

Physical Demands

• Able to occasionally lift up to 25 pounds.
• Comfortable with extended periods of standing and walking.
• Manual dexterity for handling front desk equipment.
• Capable of maintaining composure in fast-paced settings.

As part of the Naples Hotel Group, we value genuine relationships and team cohesion, fostering a collaborative environment rich with opportunities for career advancement and personal growth. Here, every voice is heard, and every team member is celebrated.

Comprehensive Benefits For Full-Time Employees

• Generous Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance
• 401(k) with employer match
• Exclusive global hotel discounts
• Opportunities for career growth within our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discounts