Guest Services Agent

Delano•Miami Beach, FL

11d•Onsite

About The Position

Under the general guidance of the Guest Experience Manager, the Guest Service Agent is responsible for delivering exceptional service to guests throughout their stay by providing a warm welcome, smooth check-in and check-out processes, and personalized assistance. This role serves as the primary point of contact for guests and ensures that all interactions reflect the hotel's standards of hospitality, professionalism, and service excellence. The Guest Service Agent also handles reservations, guest inquiries, billing, and coordinates with other departments to ensure a seamless and memorable guest experience.

Requirements

Exceptional service delivery
Warm welcome and smooth check-in/check-out processes
Personalized guest assistance
Handling reservations, guest inquiries, and billing
Coordination with other departments
Prompt and courteous phone answering and directing
Providing detailed information about hotel amenities, services, and local attractions
Proactive upselling of enhanced services and room upgrades
Anticipating guest needs and responding promptly to requests, complaints, or concerns
Reviewing daily arrivals and departures
Blocking rooms for special requests, VIPs, or package reservations
Maintaining accurate room inventory and communicating updates
Coordinating with housekeeping and other departments for room readiness
Processing no-show charges and accurate posting in PMS
Managing reservation changes, early departures, extensions, and cancellations
Monitoring and responding to guest messages, wake-up calls, and special delivery requests
Maintaining front desk security and safety procedures (key control, lost & found)
Reconciling cash drawer and posting charges accurately
Supporting night audit process and report generation (if applicable)
Performing daily checklist tasks
Maintaining cleanliness and organization of the front desk area
Fostering positive working relationships with hotel departments
Handling emergency situations calmly and efficiently
Performing other job-related duties as assigned
Providing lateral service and performing various related tasks as needed

Responsibilities

Greet all guests warmly upon arrival, ensuring a smooth and efficient check-in process
Handle guest departures, process payments, and issue accurate receipts during check-out
Answer and direct incoming phone calls promptly and courteously; assist with reservations, inquiries, and internal requests
Provide detailed information about hotel amenities, services, and local attractions; proactively upsell enhanced services and room upgrades
Anticipate guest needs and respond promptly to requests, complaints, or concerns, ensuring high levels of guest satisfaction
Review daily arrivals and departures, block rooms for special requests, VIPs, or package reservations
Maintain accurate room inventory and communicate updates to appropriate departments
Coordinate with housekeeping and other departments to ensure timely room readiness for arrivals
Process no-show charges and ensure accurate posting in the property management system (PMS)
Manage reservation changes, early departures, extensions, and cancellations following hotel policies
Monitor and respond to guest messages, wake-up calls, and special delivery requests
Maintain front desk security and safety procedures, including key control and lost & found
Reconcile cash drawer and post charges accurately to guest folios
Support the night audit process and assist in generating required reports, if applicable
Perform daily checklist tasks and maintain the cleanliness and organization of the front desk area
Foster positive working relationships with all hotel departments to ensure seamless guest service
Handle emergency situations calmly and efficiently, following established protocols
Perform any other job-related duties as assigned by the Front Office Manager or supervisor
Provide lateral service and perform various related tasks as needed in the spirit of providing exceptional guest service.