Guest Services Agent FT

Highgate Hotels•Miami Beach, FL

About The Position

The Guest Service Agent provides attentive, courteous, and efficient service to hotel guests during check-in, throughout their stay, and at checkout, while helping maximize room revenue and occupancy. The role supports front desk operations, responds to guest questions and requests, handles guest communications and packages, and follows hotel procedures for cash handling, reservations, safety, and shift closing.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must be able to communicate effectively verbally and in writing with employees and guests at all levels.
Must be able to listen to, understand, and clarify concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must be able to understand and apply complex information and data from various sources.
Must be able to maintain confidentiality of information.
Must be able to stand throughout the entire shift.
Light work: 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.
Maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

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 according to hotel standards.
Maintain proper operation of the PBX console and ensure hotel standards are met, if applicable.
Answer questions 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 questions about restaurants, transportation, entertainment, and other local services.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed or restricted dates.
Collect 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 other 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.
Attend required hotel meetings and training.
Maintain regular attendance, proper uniform and nametag, and high standards of personal appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Support productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and resolving them as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest and 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 leave, personal leave, medical leave, and military leave in accordance with applicable law