Front Desk Agent - Overnight

As a Front Desk Agent - Overnight at Westgate Painted Mountain, your key responsibilities will include greeting guests with a warm welcome, ensuring efficient check-in and check-out processes, accurately computing bills, and resolving guest concerns. You'll also coordinate with various departments to enhance guest experiences and embrace additional tasks as directed by management.

The Front Desk Agent position at Westgate Resorts prefers candidates with prior customer service and hospitality experience. A background in customer-facing industries such as hotels, resorts, or airlines is advantageous. Strong communication skills, the ability to multi-task, and a willingness to learn new technology are essential qualifications for this role.

The pay rate for the Front Desk Agent - Overnight position at Westgate Painted Mountain is $17 per hour. Additionally, you can benefit from our Daily Pay option, allowing you to access your earned wages as needed, providing great financial flexibility.

As a Front Desk Agent - Overnight at Westgate Painted Mountain, you can expect a dynamic and friendly work environment focused on providing outstanding guest experiences. The resort is a smoke and tobacco-free workplace, promoting a healthy atmosphere for all employees.

The Front Desk Agent position at Westgate Resorts offers comprehensive health benefits including medical, dental, and vision coverage, paid time off, a 401K with an attractive company match, and a host of additional perks such as tuition assistance and discounts on hotels and entertainment, making it a rewarding opportunity.

When faced with difficult guests as a Front Desk Agent, it’s important to remain calm and listen to their concerns. Show empathy and reassure them that you're there to help. Always aim for a solution that satisfies their needs, whether it’s resolving a booking issue or providing information they need for a better stay.

When asked about going above and beyond for a guest, share a specific example that shows your dedication to customer service. Detail the situation, what steps you took to enhance their experience, and how the guest responded. Highlighting your problem-solving skills and willingness to help will demonstrate your suitability for the role.

As a Front Desk Agent, proficiency with reservation software and standard computer applications is crucial. Highlight your experience with similar systems, your ability to navigate technology swiftly, and your comfort level in learning new tools, emphasizing how these skills will assist you in providing seamless service.

During busy shifts, prioritizing tasks is essential. I focus on immediate guest needs first, such as check-ins and urgent requests, while keeping an eye on other tasks. Effective time management and communication with teammates also play a role in ensuring everything runs smoothly during peak times.

Express your motivation for wanting to work at Westgate Resorts by discussing the resort's reputation for exceptional guest service and the positive work environment. Mention how the company values align with your personal work ethic and how you see yourself contributing to the team.

Excellent guest service involves being attentive, friendly, and responsive to guests’ needs. It means going the extra mile to ensure guests feel special and valued during their stay. Using personal anecdotes can vividly illustrate your understanding of great service.

If I don’t know the answer to a guest's question, I would calmly inform them that I will find out the information for them. It’s important to ensure they feel supported and to follow up with accurate information as quickly as possible. It’s about demonstrating your willingness to assist.

Managing stress during hectic shifts involves staying organized, taking deep breaths, and maintaining a positive mindset. If needed, I take a brief moment to regroup and then tackle tasks systematically. Focusing on providing great service helps me stay grounded.

If a guest requests a room change, I would first empathize with their situation, assure them I'm here to help, and then check room availability. If feasible, I’d facilitate the move while ensuring all details are accurately handled for a smooth experience.

Staying updated on hotel policies and procedures involves actively participating in training sessions, reading internal communications, and maintaining communication with team members. I also find it beneficial to ask questions during meetings or shifts to ensure I'm always informed.