Front Desk Guest Service Agent
- Best Western Orlando Gateway Hotel
- Orlando, Florida
- Full Time
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Front Desk Guest Service Agent
Best Western Orlando Gateway Hotel
7299 Universal Boulevard
Orlando, FL 32819
297 Room Hotel
Managed By Springboard Hospitality
Part-Time
Job Details
Job Location: Best Western Orlando Gateway Hotel - Orlando, FL
Salary Range: Undisclosed
Description
About our company:
Springboard Hospitality is a premier third-party hotel management company with a 30+ year history transforming lifestyle hotels, from the islands of Hawaii to the tip of Florida.
Springboard team members are a diverse mix of independent innovators, savvy storytellers, adventure-seekers, tech entrepreneurs, free-thinkers and community leaders making waves across one of the most diverse portfolios in the industry.
At every level, the Springboard team is dedicated to going Above & Beyond to deliver hotels that transform people, properties & communities. From memorable moments at the front desk, to thoughtful room touches, to inspired onsite programming, the Springboard team is committed to empowering the traveler's journeyinviting them to experience the frequency of each hotel's locale, pushing authentic human connection, exploration, and discovery, while also driving revenue.
Springboard values intentional culture, and whole-heartedly believes in nurturing, training, and empowering the careers of the hospitality leaders of today and tomorrow, encouraging them to travel and explore, through Springboard's award-winning portfolio. From work life balance to career development, Springboard values and invests in the greater team, reflected in zero corporate turnover during the pandemic, well positioned for continued growth through the future.
Primary mission:
Responsible for greeting and registering guests, providing excellent guest service, and settling the guest's account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.
SCOPE OF WORK + TEAM
Reports to the Front Office Manager/Night Manager and Supervisors
Supports the front office team, sales team and guest experience
RESPONSIBILITIES
Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
Communicate services and amenities of the hotel to guests.
Maintain guest history files.
Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
Maintain, monitor and balance room availability for any given day.
File registration cards and vouchers by room number.
Handle VIP and upgraded accommodations
Assist and process overbooked or walked' guests.
Assist and provide room change accommodations.
Documents all guest requests, complaints, or problems.
Resolve guest complaints to ensure guest satisfaction.
Maintain organized and clean work area with necessary supplies.
Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
Meet with FOM/Supervisor daily to review assignments and priorities.
Communicate with prior shift's Front Desk Agent to review all follow-up items.
Answer department telephone within 3 rings, correct greeting, and proper etiquette.
Take and relay messages accurately, completely, and promptly.
Qualifications
EXPERIENCE:
Prior Experience:
1+ Previous Front Desk experience of employment in a related position with this company or other companies in hotels or administration related work.
IT Expertise:
Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.
Education:
High School diploma or GED required; college degree preferred.
Subject Expertise:
Must be able to sustain composure, remain calm, and possess a positive attitude.
Must be energetic and outgoing.
Must be service oriented with excellent customer service skills.
Must be able to follow directions with focus to detail, speed, and accuracy.
Must be a team player with the ability to work under minimal supervision.
Must be able to multi-task in a fast-paced work environment.
Must possess excellent interpersonal and organizational skills.
Must have basic knowledge or arithmetic.
Must have the ability to input data and access information on the computer.
Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
Must be able to read, write, and understand the English language.
Must be able to exercise confidentiality and discretion.
OTHER EXPECTATIONS:
Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
Demonstrate a working knowledge of all company safety and security procedures.
Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally be required.
Benefits:
Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:
Full Time Benefits
Competitive Base Salary
PTO
Medical, Dental, Vision, Life, Pet Insurance
401K
Costco Membership
Bereavement Leave
Management Contract Referral Program
Education Assistance
Additional Per Position
Employee Rates at all of Springboard Hospitalitys 35+ Hotels
Monthly Cell Phone Stipend
Dry Cleaning Services
Hotel Level Executive Bonus Program
Retention Bonuses
Lead Share Program
Associate of the Month/Quarter & Company-wide Associate of the Year Programs
Associate Referral Bonus Program
Springboard Hospitality Core Values:
CONNECTED. We are plugged into people, technology and the cutting edge of culture.
INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.
OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.
Posted June 9, 2025
10
Best Western Orlando Gateway Hotel
Hotel Overview Stay at this stylish Universal Partner Hotel situated close to Universal Orlando Resort, SeaWorld and the Disney Theme Parks. Welcome to the Best Western Orlando Gateway Hotel, the Gateway to Orlando Attractions in Central Florida. This full-service hotel offers the best in customer service for both business and leisure travelers. Guests will be minutes from Universal Studios Florida, the Universal's Island of Adventure theme park and Universal's Volcano Bay water theme park. Each well-appointed guest room and suite at this Orlando hotel features cable satellite television with HBO and free high-speed internet access. Hotel guests will find great dining on-site at the hotel's restaurant or cocktail lounge. The hotel is also ideal for group travel with full-business services and meeting facilities, perfect for conferences, family reunions and other events. The Best Western Orlando Gateway Hotel also features a fitness center, guest laundry and a half basketball court. Guests staying at the Best Western Orlando Gateway Hotel will be less than ten miles from local attractions such as the Walt Disney Resort and Theme Parks, SeaWorld, Discovery Cove, Disney's the Wide World of Sports and Dr. Phillips Center for the Performing Arts. Corporate travelers staying at this Florida hotel will be close to the Orlando/Orange County Convention Center, Coleman Aerospace, L-3 Communications and Lockheed Martin Missiles and Fore Control. Hotel guests will also enjoy sky diving at the indoor Sky Venture, less than one mile away. The Best Western Orlando Gateway Hotel is proud to offer superior customer service and a convenient location in Orlando. Make a reservation today and save! Enjoy your stay.
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Search 8,509 current hospitality jobs
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Front Desk Guest Service Agent
Best Western Orlando Gateway Hotel
7299 Universal Boulevard
Orlando, FL 32819
297 Room Hotel
Managed By Springboard Hospitality
Part-Time
Job Details
Job Location: Best Western Orlando Gateway Hotel - Orlando, FL
Salary Range: Undisclosed
Description
About our company:
Springboard Hospitality is a premier third-party hotel management company with a 30+ year history transforming lifestyle hotels, from the islands of Hawaii to the tip of Florida.
Springboard team members are a diverse mix of independent innovators, savvy storytellers, adventure-seekers, tech entrepreneurs, free-thinkers and community leaders making waves across one of the most diverse portfolios in the industry.
At every level, the Springboard team is dedicated to going Above & Beyond to deliver hotels that transform people, properties & communities. From memorable moments at the front desk, to thoughtful room touches, to inspired onsite programming, the Springboard team is committed to empowering the traveler's journeyinviting them to experience the frequency of each hotel's locale, pushing authentic human connection, exploration, and discovery, while also driving revenue.
Springboard values intentional culture, and whole-heartedly believes in nurturing, training, and empowering the careers of the hospitality leaders of today and tomorrow, encouraging them to travel and explore, through Springboard's award-winning portfolio. From work life balance to career development, Springboard values and invests in the greater team, reflected in zero corporate turnover during the pandemic, well positioned for continued growth through the future.
Primary mission:
Responsible for greeting and registering guests, providing excellent guest service, and settling the guest's account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.
SCOPE OF WORK + TEAM
Reports to the Front Office Manager/Night Manager and Supervisors
Supports the front office team, sales team and guest experience
RESPONSIBILITIES
Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
Communicate services and amenities of the hotel to guests.
Maintain guest history files.
Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp.
Maintain, monitor and balance room availability for any given day.
File registration cards and vouchers by room number.
Handle VIP and upgraded accommodations
Assist and process overbooked or walked' guests.
Assist and provide room change accommodations.
Documents all guest requests, complaints, or problems.
Resolve guest complaints to ensure guest satisfaction.
Maintain organized and clean work area with necessary supplies.
Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
Meet with FOM/Supervisor daily to review assignments and priorities.
Communicate with prior shift's Front Desk Agent to review all follow-up items.
Answer department telephone within 3 rings, correct greeting, and proper etiquette.
Take and relay messages accurately, completely, and promptly.
Qualifications
EXPERIENCE:
Prior Experience:
1+ Previous Front Desk experience of employment in a related position with this company or other companies in hotels or administration related work.
IT Expertise:
Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.
Education:
High School diploma or GED required; college degree preferred.
Subject Expertise:
Must be able to sustain composure, remain calm, and possess a positive attitude.
Must be energetic and outgoing.
Must be service oriented with excellent customer service skills.
Must be able to follow directions with focus to detail, speed, and accuracy.
Must be a team player with the ability to work under minimal supervision.
Must be able to multi-task in a fast-paced work environment.
Must possess excellent interpersonal and organizational skills.
Must have basic knowledge or arithmetic.
Must have the ability to input data and access information on the computer.
Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
Must be able to read, write, and understand the English language.
Must be able to exercise confidentiality and discretion.
OTHER EXPECTATIONS:
Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
Demonstrate a working knowledge of all company safety and security procedures.
Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally be required.
Benefits:
Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:
Full Time Benefits
Competitive Base Salary
PTO
Medical, Dental, Vision, Life, Pet Insurance
401K
Costco Membership
Bereavement Leave
Management Contract Referral Program
Education Assistance
Additional Per Position
Employee Rates at all of Springboard Hospitalitys 35+ Hotels
Monthly Cell Phone Stipend
Dry Cleaning Services
Hotel Level Executive Bonus Program
Retention Bonuses
Lead Share Program
Associate of the Month/Quarter & Company-wide Associate of the Year Programs
Associate Referral Bonus Program
Springboard Hospitality Core Values:
CONNECTED. We are plugged into people, technology and the cutting edge of culture.
INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.
OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.
Posted June 9, 2025
10
Best Western Orlando Gateway Hotel
Hotel Overview Stay at this stylish Universal Partner Hotel situated close to Universal Orlando Resort, SeaWorld and the Disney Theme Parks. Welcome to the Best Western Orlando Gateway Hotel, the Gateway to Orlando Attractions in Central Florida. This full-service hotel offers the best in customer service for both business and leisure travelers. Guests will be minutes from Universal Studios Florida, the Universal's Island of Adventure theme park and Universal's Volcano Bay water theme park. Each well-appointed guest room and suite at this Orlando hotel features cable satellite television with HBO and free high-speed internet access. Hotel guests will find great dining on-site at the hotel's restaurant or cocktail lounge. The hotel is also ideal for group travel with full-business services and meeting facilities, perfect for conferences, family reunions and other events. The Best Western Orlando Gateway Hotel also features a fitness center, guest laundry and a half basketball court. Guests staying at the Best Western Orlando Gateway Hotel will be less than ten miles from local attractions such as the Walt Disney Resort and Theme Parks, SeaWorld, Discovery Cove, Disney's the Wide World of Sports and Dr. Phillips Center for the Performing Arts. Corporate travelers staying at this Florida hotel will be close to the Orlando/Orange County Convention Center, Coleman Aerospace, L-3 Communications and Lockheed Martin Missiles and Fore Control. Hotel guests will also enjoy sky diving at the indoor Sky Venture, less than one mile away. The Best Western Orlando Gateway Hotel is proud to offer superior customer service and a convenient location in Orlando. Make a reservation today and save! Enjoy your stay.
Job ID: 480947077
Originally Posted on: 6/12/2025
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