Guest Service Agent

About the Role

We are looking for a Guest Service Agent to join our team! As a Guest Service Agent, you will represent the hotel throughout all stages of the guest’s stay. By working with all hotel personnel, you will ensure every guest experiences the highest customer care. Their primary responsibilities are welcoming all guests to the hotel as well as bidding them farewell, assisting guests with checking in and out as well as assisting with luggage, transportation within the Miami area, other miscellaneous requests, providing information about various features of the hotel, but most importantly, interacting with guests to provide a most memorable hotel experience.

A Guest Service Agent is also responsible for monitoring guest flow while keeping the lobby and entrance presentable at all times.

• Process all guest check‑ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures.
• Coordinate room status updates with the housekeeping department and maintenance work with the engineering division.
• Ensure to maintain a clean and organized front‑of‑house area, including lobby and seating areas.
• Manage and resolve all guest complaints in a professional and courteous manner.
• Assist guests on departure by verifying and posting all outstanding charges, settling credit cards, and making arrangements for luggage and transportation assistance.
• Respond promptly and professionally to customer requests, complaints, and inquiries.
• Conduct security walks through the building.
• Perform other duties as assigned.

• Be able to stay updated on information about the hotel and local area, including directions, transportation, and recommendations for restaurants/attractions.
• Ability to communicate with the public, hotel staff, and management in a professional manner.
• Ability to stand, sit, or walk, for an extended period or for an entire work shift.
• Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Able to learn safety, emergency, and accident prevention policies and procedures.
• Understand and adhere to proper credit card and cash handling policies and procedures.
• Able to use repetitive hand and body motions such as grasping, writing, typing, listening, hearing, and visual acuity.
• Able to walk, including climbing stairs, and ladders, standing to a significant degree, kneeling, reaching, bending, handling machinery, feeling, talking, hearing, and place objects weighing less than or equal to 80 pounds.
• Able to communicate clearly both verbally and in writing.

• High school diploma or equivalent.
• Ability to work in a fast‑paced environment.
• Previous hospitality experience is preferred.
• Previous knowledge of PMS and CRM systems is preferred.
  
  Working knowledge of Microsoft Word and Excel.
• Ability to work a flexible schedule, including weekends and holidays.

The Company is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:
Company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Company are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Company will not tolerate discrimination or harassment based on any of these characteristics and encourages applicants of all ages.