Guest Services Agent Part Time

Collins Court South Beach•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 handles guest inquiries, reservations, front desk and communication systems, packages and messages, cash and credit procedures, and shift paperwork. The agent follows hotel standards, supports safe and efficient hotel operations, and maintains a friendly, service-oriented demeanor.

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 in an attentive, friendly, courteous, and service-oriented manner.
Must be effective at listening to, understanding, and clarifying 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 to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Must maintain a warm and friendly demeanor at all times.

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 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-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 other employees.
Operate relevant aspects of the Front Desk computer system.
Complete tasks and duties on the shift checklist 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.
Maintain regular attendance, attend required hotel meetings and trainings, and comply with hotel standards and regulations.
Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Maximize productivity, identify problem areas, and assist in implementing solutions.
Handle problems effectively by anticipating, preventing, identifying, and solving them as necessary.
Cross-train in other hotel-related areas and maintain confidentiality of information.
Show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.