Front Office Ambassador

About the Property

Sunseeker Resort Florida Gulf Coast, by Curio is a waterfront destination located in Southwest Florida, offering a blend of luxury and leisure. With 785 guest rooms and more than 60,000 square feet of event and meeting space, the resort accommodates both upscale leisure getaways and business gatherings. Guests can enjoy 18 food and beverage outlets, from fine dining to casual coastal fare. The resort also features a pool scene, including the largest rooftop pool in Florida, providing views of Charlotte Harbor.

What You Will Have An Opportunity To Do

The primary responsibility of the Front Office Ambassador is to provide excellent customer service and create a safe and friendly environment for team members and guests. All duties are performed in accordance with department and Sunseeker Resorts policies, practices, and procedures.

• Welcome, greet, interact, and assist guests in a professional manner
• Provide excellent service within the property's service standards and brand attributes
• Exhibit a professional demeanor and willingness to assist all guests whenever possible
• Answer property questions; provide accurate information regarding rooms, restaurants, promotions, and directions
• Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities
• Respond to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties
• Serve as a concierge and respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals, etc. according to individual needs
• Meet the demands of a fast-paced environment by using good judgment and the ability to multitask
• Ensure the privacy and confidentiality of guests and limit requests for information pertaining to guests in accordance with hotel policies
• Complete all duties in accordance with property standards and adhere to all company policies and legal requirements regarding safety, health, and welfare of guests, team members, and the property
• Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up
• Promote and sell all products and services available at Sunseeker Resorts
• Proactively provide quotes for room rates and up-sell to the guest
• Control and issue keys to rooms and assist in coordination of the Front Desk and all supportive departments
• Verify correct charges and credits are posted to the corresponding guest folio
• Collect all required guest profile information during check-in process
• Collect payment for charges on the guest folio
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift
• Resolve guest complaints within scope of authority, otherwise referring matters to Front Desk management
• Understand all areas of the Resort and be able to confidently guide guests to their appropriate destinations
• Successfully book, modify, and cancel room reservations, restaurant reservations, golf reservations and activity itineraries for any given time, knowing what types of accommodation, rates and special packages are available
• Stay informed and up to date on property information and recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel to our guests
• Input text messages for in-house guests, and future guests, of Sunseeker Resorts
• Courteously answer incoming telephone calls, connecting callers to appropriate departments, hotel guests, or hotel personnel
• Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes daily
• Ensure proper follow through if the involvement of other departments is needed
• Perform other duties as assigned

Minimum Requirements

• Minimum 18 years of age
• High School Diploma, GED, or equivalent
• Minimum 1 year of experience working in guest service in a hotel, resort, or similar setting
• Previous experience with resort booking systems, phone operating switchboards, and billing processing required

Knowledge, Skills & Abilities

• Ability to work varied shifts, including weekends and holidays
• Working knowledge of Microsoft Office
• Excellent customer service skills
• Ability to function well under pressure, manage multiple priorities, and meet established deadlines
• Must possess mature personal discretion and sound judgment
• Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
• Excellent organizational, analytical and project management skills, with particular attention to quality and detail
• Interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor

Preferred Qualifications

• Experience with Forbes Star, AAA, and Four Diamond standard a plus
• Bilingual (Preferred)