Front Desk Agent

ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

The Front Desk Agent is the first point of contact for guests and plays a key role in delivering a positive guest experience. This position is responsible for providing excellent customer service, answering questions, and assisting with reservations and guest requests. The Front Desk Agent will effectively check guests into and out of the resort by performing the following duties, while maintaining a friendly, helpful, and professional attitude at all times.

• Greets guests with a friendly attitude and checks them in and out of their rooms.
• Gives room keys to guests and lets Bell Services know when help is needed.
• Sorts and organizes incoming mail and messages for guests.
• Sends and receives phone messages clearly and accurately.
• Answers questions about the hotel, local restaurants, shops, and attractions.
• Keeps track of which rooms are available and updates guest records.
• Calculates charges, takes payments, and gives correct change.
• Makes and confirms room reservations for guests.
• Adds charges for things like room service, phone calls, or dining to guest accounts.
• Helps guests book restaurant reservations, transportation, and local activities.
• Assists guests with placing valuables in the hotel’s safe or safety deposit box.
• Completes nightly bucket checks to make sure records match guest activity.
• Listens to guest concerns and helps find quick, helpful solutions.

Patrolling Duties, if applicable based on property

• Performs periodic property walks and perimeter checks, by foot or golf cart, to ensure a safe and secure environment.
• Monitors entry points and verifies access for guests, vendors, and visitors at this gated resort property.
• Observes and reports any suspicious activity or safety concerns to the appropriate personnel.
• Does not intervene in incidents; follows protocol by contacting 911 or on-site security when needed.
• Ensures common areas remain orderly and communicates any maintenance or safety issues to the appropriate departments

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience

• Previous experience in customer service or hospitality preferred but not required
• Experience handling cash, credit card transactions, or using a point-of-sale system is helpful
• Comfortable using phones and basic computer systems
• Additional hospitality or customer service training is a plus

Education & Certifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Skills/Knowledge

• Friendly and professional communication skills
• Strong attention to detail and accuracy
• Ability to stay calm and courteous in busy or stressful situations
• Basic math skills for handling payments and change
• Ability to multitask and manage time effectively
• Dependable and punctual with a strong work ethic
• Basic understanding of hotel check-in/check-out procedures
• Familiarity with using office equipment (phone, computer, printer)
• Awareness of local attractions, restaurants, and transportation options
• Understanding of privacy and guest confidentiality policies
• Willingness to learn hotel systems, safety procedures, and service standards

Why VI by Westgate Resorts?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) 
• Paid Holidays
• 401K with generous company match
• Flexible Spending Accounts
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Exclusive discounts for Team Member
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.