Guest Services Agent Part Time

Highgate Hotels•Miami Beach, FL

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. The role supports Front Desk operations and guest inquiries, handles reservations and payments according to hotel standards, and helps maintain efficient and welcoming hotel operations.

Requirements

High school diploma or equivalent required.
Computer experience required.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and apply complex information and data from various sources to meet objectives.
Ability to maintain confidentiality of information.
Ability to stand during the entire shift.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Flexible and long hours are sometimes required.

Nice To Haves

College coursework in a related field is helpful.
Experience in a hotel or related field is preferred.
Customer service experience is preferred.

Responsibilities

Greet and welcome guests approaching the Front Desk in accordance with Highgate Hotel standards.
Maintain proper operation of the PBX console and ensure hotel standards are met, if applicable.
Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
Answer guest inquiries regarding restaurants, transportation, entertainment, and other local information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain necessary information when taking room reservations and follow the rate-quoting scenario.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette when communicating with employees.
Operate relevant aspects of the Front Desk computer system.
Complete shift checklist tasks and duties in a timely and efficient manner.
Complete bucket checks, room rate verification reports, and housekeeping reports.
Balance and prepare individual paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Maintain a clean work area and assist guests with safe deposit boxes.
Follow emergency procedures and assist as needed.
Attend required hotel meetings and trainings, maintain regular attendance, and comply with hotel standards and regulations.
Maintain a warm and friendly demeanor, proper personal appearance, and required uniform and nametag.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as needed.
Cross-train in other hotel-related areas, maintain confidentiality, and show initiative in anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law