Overnight Security Gate Agent

Key Responsibilities

• Extend a warm welcome to guests/visitors, answer questions and provide directions.
• Address guest’s issues promptly and professionally, escalating matters to the appropriate department if needed.
• Strive to provide exceptional customer service and create a positive first impression.
• Process Evermore guest check-ins, check-outs, accommodation assignments, and accommodation change/late check-out requests.
• Secure payment and verify identification; activate/reissue accommodation access credentials.
• Ensure rates match market codes and document exceptions.
• Verify/adjust billing for guests as needed.
• Enter and locate guest or work-related information using computers, mobile devices and/or other electronic systems.
• Cookier with Housekeeping to track accommodation status and guest concerns.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• File guest paperwork or documentation.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
• Arrange transportation for guests/visitors.
• During peak arrival or departure times, manage queues and maintain order to ensure an efficient flow of guests.
• Cook with other staff members to streamline the process and reduce wait times.
• Handle emergency situations and may be responsible for providing initial assistance or alerting the appropriate emergency services if required.
• Handle all interruptions and complaints; escalate to the Manager on Duty as needed.
• Call for assistance using proper code responses.
• Complete a shift summary/daily activity or incident report.
• Follow up with guests, Team Members, and operational partners to ensure their requests or problems have been satisfactorily resolved.
• Share highlights of the local area.
• Maintain confidentiality of proprietary information and protect company assets.
• Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain positive working relationships with others; support the team to reach common goals.
• Support the resort safety program to promote and ensure a safe working environment.
• Build strong relationships with key leaders, vendors, contractors, and other stakeholders.
• Perform other related duties as assigned.

Education, Skills And Experience

• High School Diploma or GED required.
• Minimum of 1 year experience in security, guest service or related professional area.
• Valid Florida Driver’s License with acceptable driving record preferred.
• Knowledge of security protocols.
• Knowledge of company safety policies and applicable Occupational Safety and Health Administration (OSHA) standards.
• Excellent verbal and written communication skills in English.
• Able to communicate in other languages, preferred.
• Excellent interpersonal and customer service skills.
• Excellent communication, people person; ability to interact with a wide range of people.
• Excels at customer service and relationship building.
• Excellent organizational skills, attention to detail and problem-solving skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to multitask and function well in a high-paced and at times stressful environment.
• Proficient in Google Workspace, Microsoft Office Suite, or similar software.
• Self-starter that can work independently with minimal supervision.
• Professional appearance and demeanor.
• Able to work weekends, holidays, overtime, and rotating schedules.

Physical Requirements

• Able to safely lift, pull and push up to 50 pounds.
• Able to stand, walk, stoop, kneel, bend, and reach periodically.
• Able to sit and use the computer for hours at a time.
• Visually look at a computer screen for extended periods.
• Repetitive hand motions, such as typing.
• Must possess a valid driver license state FL and must have an acceptable driving record based on company policy.
• Able to drive a motor vehicle and golf cart.

Our Work Culture & Environment

• We promote a work environment where Team Members thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey.
• We create a work culture that is inclusive, team-focused, committed to Evermore’s core values—Easy on Purpose, Unexpected Delight, and Service Savvy—and fosters a culture built on TOGETHERNESS.
• We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents.
• We also offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave.
• We have unique policies in support of our team and significant relationships in their lives.