Guest Services Agent

CoCo Key Hotel and Water Resort is a family-friendly hotel with 392 spacious guest rooms and a one-of-a-kind 54,000 sq. ft. canopy-covered/outdoor water park located on Orlando's iconic International Drive. Along with exhilarating water slides and refreshing swimming pools, our International Drive hotel is home to a 6,500 sq. ft. arcade, two restaurants, an on-site convenience store, fitness center and more. As a proud Universal Partner Hotel, CoCo Key Hotel and Water Resort provides a scheduled shuttle service to Universal Orlando Resort™ and SeaWorld® Orlando, or hop on the I-Ride Trolley to cruise the shops and attractions along the International Drive corridor. Enjoy great value and premium amenities just minutes from the thrilling theme parks and Central Florida's best shopping.

As a Guest Services Agent, you will be responsible for delivering exceptional guest service from arrival to departure. You are the face of the hotel and play a key role in ensuring a positive guest experience by managing check-ins, check-outs, handling reservations, and responding to guest inquiries.

Key Responsibilities:

• Greet and welcome guests in a professional and courteous manner.
• Manage check-in and check-out procedures quickly and efficiently.
• Answer phone calls, manage guest reservations, and respond to email inquiries.
• Provide accurate information about the hotel, available rooms, rates, and amenities.
• Address guest concerns and resolve complaints promptly and professionally.
• Assist guests with special requests including transportation, restaurant reservations, or local recommendations.
• Coordinate with housekeeping and maintenance to ensure guest satisfaction.
• Process payments, issue room keys, and maintain secure cash handling procedures.
• Maintain a clean, organized, and presentable front desk and lobby area.
• Comply with hotel policies, procedures, and brand standards.

• High school diploma or equivalent required.
• Previous experience in customer service or hospitality preferred.
• Strong communication and problem-solving skills.
• Proficiency in hotel reservation systems and basic computer skills.
• Friendly and approachable demeanor with a focus on customer service.
• Ability to handle stressful situations calmly and efficiently.
• Flexible availability, including nights, weekends, and holidays.

Benefits:

• Health Insurance
• Vision Insurance
• Dental Insurance
• Tuition Reimbursement
• Holiday Pay
• Paid Vacation