Guest Services Agent FT

the goodtime hotel•Miami Beach, FL

4d•Onsite

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 front desk operations, guest inquiries, reservations, communications, and shift closing tasks in accordance with hotel standards.

Requirements

High school diploma or equivalent required.
Computer experience required.
Must communicate effectively both verbally and in writing with employees and guests at all levels.
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.
Must be able to maintain confidentiality of information.
Must maintain a warm and friendly demeanor and approach encounters with guests and employees in an attentive, courteous, and service-oriented manner.
Must be able to stand during the entire shift.
Light physical 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.

Nice To Haves

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

Responsibilities

Greet and welcome guests at the Front Desk in accordance with Highgate Hotel standards.
Maintain proper operation of the PBX console and meet applicable hotel standards.
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 information.
Follow cash-handling and credit policies.
Stay informed about rates, packages, special promotions, in-house groups, and closed-out or restricted dates.
Obtain required information when taking room reservations and follow the rate-quoting scenario.
Maintain familiarity with hospitality terminology and emergency procedures, and assist as needed.
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 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.
Keep the work area clean.
Assist guests with safe deposit boxes.
Attend required hotel meetings and trainings.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations.
Promote productivity, identify problem areas, and assist in implementing solutions.
Handle problems by anticipating, preventing, identifying, and solving them as needed.
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.

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