Front Desk Agent

About Tranquility Bay Beachfront Resort

Tranquility Bay Beachfront Resort blends luxurious comfort with the serene charm of the Florida Keys, creating an unforgettable tropical haven in the heart of Marathon. This 103-room resort, set on 12 acres with a 2.5-acre private white-sand beach, offers standalone beach houses and garden guest rooms, three sparkling pools, and vibrant dining at Butterfly Café and TJ’s Tiki Bar. With a focus on exceptional service and immersive water-centric experiences, Tranquility Bay captures the laid-back elegance of island life.

Job Summary

Tranquility Bay Beachfront Resort is seeking a friendly, outgoing, and service-focused Front Desk Agent to join our Front Office team.

As one of the first and last points of contact for our guests, the Front Desk Agent plays an important role in creating a welcoming and memorable resort experience. This position is responsible for assisting guests throughout their stay, including check-in and check-out, answering questions, processing payments, responding to requests, and working closely with other resort departments to ensure exceptional service.

The ideal candidate enjoys working with people, communicates confidently, and thrives in a fast-paced hospitality environment.

Key Responsibilities

Guest Service & Front Desk Operations

• Welcome guests in a warm, friendly, and professional manner
• Complete guest check-in and check-out efficiently and accurately
• Assist guests with questions regarding accommodations, resort amenities, dining, activities, transportation, and local attractions
• Anticipate guest needs and respond promptly to requests
• Address guest concerns professionally and involve Front Office leadership when additional assistance is needed
• Provide assistance and accommodations to guests with disabilities in accordance with resort standards
• Build positive relationships with guests and help create a personalized resort experience

Reservations & Guest Accounts

• Assist with room reservations, modifications, and general reservation inquiries
• Maintain knowledge of room types, rates, packages, promotions, and resort offerings
• Process guest payments and post charges accurately to guest accounts
• Follow all cash handling, credit card, and payment procedures
• Verify guest information and maintain accurate records within the property management system
• Assist with special requests, room assignments, and arrival preparation as needed

Communication & Resort Operations

• Answer incoming telephone calls and assist with guest and resort inquiries
• Communicate guest requests and concerns to the appropriate departments
• Partner closely with Housekeeping, Engineering, Food & Beverage, and other resort teams to ensure guest needs are addressed
• Maintain clear communication with Front Office leadership and team members regarding important guest information and follow-up items
• Complete assigned daily checklists, reports, and Front Desk tasks accurately and on time
• Maintain a clean, organized, and professional Front Desk workspace

Safety & Resort Standards

• Follow all resort policies, procedures, safety, security, and confidentiality standards
• Maintain knowledge of emergency procedures and assist as directed
• Maintain professional appearance and grooming standards
• Perform additional duties and special assignments as requested by management

Qualifications

• High school diploma, GED, or equivalent preferred
• 1+ year of Front Desk, hotel, hospitality, or customer service experience preferred
• Previous hotel or resort experience is a plus
• Excellent customer service and communication skills
• Friendly, professional, and guest-focused demeanor
• Strong problem-solving and multitasking abilities
• Comfortable using computers and learning hotel property management systems
• Ability to work independently and as part of a team
• Must be able to communicate effectively in English
• Flexible availability including mornings, evenings, weekends, and holidays

Benefits & Perks

We offer a competitive benefits package including:

• Medical, Dental & Vision Insurance
• Additional voluntary benefits
• Paid Time Off
• 401(k) with employer match
• Discounts at EOS Hospitality sister properties
• Employee recognition programs
• Opportunities for professional growth and advancement