E11EVEN - Guest Services Agent

Overview

The Guest Services Agent is a key ambassador of the E11EV
EN Hotel & Residences experience, delivering a warm, confident, and efficient first and last impression for every guest. This role is responsible for providing attentive and personalized service throughout the guest journey from check-in and stay support to departure, while maintaining accuracy, pace, and professionalism in a high-energy luxury environment. Guest Services Agents actively contribute to guest satisfaction and hotel performance by anticipating needs, resolving requests with care, and supporting revenue and occupancy goals through informed, service-driven interactions.

Location:

US-FL-Miami
• Property: E11EV
EN Club Hotel & Residences
• Requisition :  
• Category:
Front Office Operations
• Compensation Type:
Hourly

• Welcomes every guest at the Front Desk with confidence, warmth, and professionalism, creating a strong first impression that reflects the service energy of E11EV
  EN Hotel & Residences.
• Provides accurate, timely information regarding hotel amenities, services, hours of operation, and on-property offerings while anticipating guest needs and opportunities to elevate the experience.
• Maintains professional operation of communication systems, including PBX and two-way radios when applicable, ensuring adherence to hotel standards and proper communication etiquette at all times.
• Responds efficiently and courteously to guest inquiries related to dining, transportation, entertainment, and local experiences, serving as a knowledgeable resource throughout the guest stay.
• Logs, tracks, and ensures timely delivery of all guest packages, mail, messages, and meeting room communications in accordance with established procedures.
• Reviews Front Office logs, trace files, and guest requests daily to ensure follow-up, accuracy, and continuity across shifts.
• Processes guest check-ins and checkouts efficiently and accurately, ensuring proper identification, payment authorization, and adherence to brand service standards.
• Follows all cash handling, credit, and financial control procedures with accuracy and integrity to protect guest information and hotel assets.
• Maintains working knowledge of current room rates, packages, promotions, and special offers, and accurately applies rate quoting scenarios when handling guest inquiries or reservations.
• Demonstrates awareness of in-house groups, closed-out dates, and restricted periods to support effective room assignment and guest communication.
• Obtains all required guest information when securing reservations and ensures accuracy within the Front Desk system to support operational and revenue goals.
• Maintains familiarity with hospitality terminology, emergency procedures, and life-safety protocols, providing support and assistance as needed during guest or operational incidents.
• Operates all Front Desk systems and technology platforms with accuracy and confidence, completing shift duties and checklist requirements efficiently and on time.
• Completes required operational reports, including bucket checks, room rate verification, and housekeeping reports, ensuring accuracy and timely submission.
• Balances and organizes all shift documentation in preparation for shift closeout in accordance with hotel standards.
• Actively promotes hotel programs, guest initiatives, and special promotions while maintaining a clean, organized, and professional Front Desk work area.
• Assists guests with the use of safe deposit boxes and ensures proper execution of security procedures and documentation.

• A high school diploma or equivalent is required, with college coursework in a related field preferred.
• Previous experience in a hotel, hospitality, or customer service environment is preferred, with experience in a luxury or lifestyle brand strongly valued due to elevated service expectations.
• Strong computer skills are required, including the ability to quickly learn and operate hotel systems and technology.
• The role requires flexibility to work varying schedules, including long or extended hours as business needs may require.
• The physical requirements of this position include the ability to perform light…