Security Gate Agent 3Rd Shift

About Evermore
Evermore Orlando Resort is an innovative 1,100-acre resort adjacent to Walt Disney World® featuring centrally owned upscale and upsized vacation rental homes, flats & villas, a luxury Conrad hotel, 36 holes of world-class Jack Nicklaus golf, and a massive 20-acre tropical beach complex around Evermore Bay, our 8-acre crystalline water amenity by Crystal Lagoons®. The surrounding beach areas feature zero-entry swim areas, bars, cabanas, private firepits, a lively food hall & gourmet market, a casual dining restaurant, and an event Boathouse that will provide a picture-perfect backdrop for weddings, banquets, and corporate meetings. Evermore is building a team that will bring these experiences to life in 2023 and is seeking individuals that want the challenge of building this exciting resort experience.
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.
• Must 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.
• Coordinate 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, must manage queues and maintain order to ensure an efficient flow of guests. Coordinate with other staff members to streamline the process and reduce wait times.
• Must handle emergency situations and may be responsible for providing initial assistance or alerting the appropriate emergency services if required. They should be knowledgeable about resort emergency protocols.
• Process operational needs, address guest requests, and complete reports.
• Sharing highlights of the local area, the Gate Agent makes transactions feel like part of the experience.
• Thorough knowledge of the layout of the resort, its offerings, and some knowledge of the city and surrounding areas.
• Ability to effectively deal with internal and external customers. Some of whom will require high levels of patience, tact, and diplomacy to defuse tense situations.
• Assist guests/visitors and Team members during emergency situations.
• 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.
• 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.
• Support other departments through direct and indirect action.
• Flexible to work at various assigned locations based on operations demand.
• Perform other related duties as

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.
• 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.
• Ability 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.
• Subject to environmental conditions, work activities will occur inside and outside.
• 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.
• Ability to drive a motor vehicle and golf cart.

Our Work Culture
Our team is impassioned to master group gatherings in Orlando and aims to inspire guest confidence in the vacation rental experience and goes the extra mile to make the process of planning big trips "easy on purpose". We're building a brand-new hospitality asset class in Orlando and seek those that feel at home in a dynamic, fast-paced environment with a curiosity to seek and deliver outstanding service with a good sense of humor to enjoy the process. We seek quality Team Members who will demonstrate what it means to be a good neighbor to both our guests and other associates. We offer an inclusive, team-oriented work environment and are working to build the most professional hospitality team in the industry. We are seeking Team Members to apply for this role who will be proud to be a part of our resort and the Evermore experience.
We are an innovative workplace; seeking great people like you!!
If you are naturally: Neighborly, Appreciative, Kind, Honest, Humble, Authentic, Curious, Savvy, Spirited, and inspired by a work environment that is: Inclusive, Professional, Warm, Sense of Pride, and Team Oriented our work culture is a match for you. In return, we offer our Team Members competitive pay, Medical, Dental, Vision, Life Insurance, Short Term Disability, Long Term Disability & Wellness program. Additionally, affordable health benefits coverage for your dependents, a Retirement plan with employer match, a robust paid time off policy, and unique policies in support of our team and significant relationships in their lives. Ready to join us? We can't wait to meet you!
EOE/M/F/D/V