Overnight Guest Service Agent - Equestrian Hotel; Part- Time; Ocala

Overnight Guest Service Agent - The Equestrian Hotel (Part
- Time) - World Equestrian Center Ocala

Job Category
:
Front Office & Guest Services

Requisition Number
: OVERN
002215

• Posted :
  September 11, 2026
• Part-Time
• On-site

Showing 1 location

Ocala, FL 34482, USA

The World Equestrian Center Ocala Resort is looking for an Overnight Guest Service Agent to join our growing team!

Job Summary:

Overnight Guest Service Agents mustpossessa positive and upbeat personality dedicated to providing exceptional service to our guests. They must excel at multitasking,paying attention to detail, andsolvingproblems toassistboth internal and external guests effectively. They strive to achieve the highest levels of guest satisfaction while embodyingthe World Equestrian Centerprinciples of Quality, Class, and Distinction.

Primary Responsibilities:

• Assist guests with check-in and check-out processes efficiently and accurately, using their names whenever possible.
• Verify all postings and charge the guest's credit card accurately during check-out.
• Oversee reservations by accurately creating,modifying, and canceling them as needed.
• Pre-block rooms based on reservations and special requests, coordinating with other departments to accommodate guest needs effectively.
• Handle inquiries, requests, and complaints promptly and professionally, accommodating special requests when possible.
• Provide information about hotel services, available rooms, rates, amenities, and local attractions.
• Answer inquiries related to shopping, dining, entertainment, and travel directions.
• Resolve customer complaints with professionalism and care.
• Operate phone systems to manage incoming calls, transferring them to the appropriate depart mentor guest room.
• Oversee guests' communications via Medallia Concierge to ensure a seamless experience.
• Utilize various computer systems tomaintaincommunication with multiple departmentsandon-siteestablishments.
• Review notes and alerts for guest requests and completed traces.
• Review guest preference forms and transfer requests or preferences toreservations in PMS.
• Input service orders for guest amenities, service complaints, and roomrepairsas necessary.
• Collect and handle cash payments, ensuringaccuratetransactions and necessary change.
• Anticipate guest needs and adapt to a rapidly changing environment.
• Stay informed about daily events, show times, and hotelhappeningstoassistguests effectively.
• Maintainaccuraterecords of guest interactions and transactions for efficient service and follow-up.
• Ensure that daily checklists are completed tomaintainservice quality.
• Perform PMS End-of-Day procedures and completed Night Audit tasks.
• Follow and adhere to all departmental Standard Operating Procedures (SOPs) to ensure consistent service quality.

This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates willbe required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Physical Requirements:

The physical requirements necessary for an associate to successfully perform the essential functions of the position are outlined below.

Reasonableaccommodationcan bemadeto enable individuals with disabilities to perform the essential functions of the position.

• Associatesmust be able to work onfootfor up to 8 hours a day.
• Associatesmay have tolift upto 50 pounds.

Qualifications, Education, Experience,Skillsand Abilities:

Ideal candidate will have:

• Excellent verbal and written communication abilities.
• Demonstrated phone etiquette and customer service skills.
• Ability to work effectively with co-workers within various departments.
• Strong prioritization and organizational abilities.
• Exceptional computer skills with the ability to learn various software programs; knowledge of Opera Cloud,Medallia Concierge, and/orHotSOSis preferred.
• Previous experience in hotel front desk and hospitality is strongly preferred.
• Must be available to work weekdays, weekends,holidays (mainly overnightbut not limited to morning,afternoonandevening shiftsshifts).

The World Equestrian Center is managed by Columbus Hospitality Management; a company committed toprovidingquality service and memorable guest experiences in a positive and welcoming work environment.

We are focused on supporting the needs of our team through our commitment to the family/work life balance and byprovidingdevelopment…