Guest Services Agent

Highgate Hotels•Miami, FL

2d•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 position is at The Elser Hotel & Residences, a 49-story luxury condominium hotel in Downtown Miami with 646 furnished rooms and residences.

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.
Ability to maintain confidentiality of information.
Ability to stand for the entire shift.
Ability to perform light work, exerting 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 approaching the Front Desk according to hotel standards.
Maintain proper operation of the PBX console and meet hotel standards, if applicable.
Answer questions about hotel services, facilities, hours of operation, restaurants, transportation, and entertainment.
Log and deliver packages, mail, and messages to guests and meeting rooms.
Review the Front Office log and Trace File daily.
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 for room reservations and follow the rate-quoting process.
Handle guest 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 paperwork for shift closing according to hotel standards.
Maintain and market promotions and guest programs.
Keep the work area clean and assist guests with safe deposit boxes.
Know emergency procedures and assist as needed.
Attend required hotel meetings and training, maintain regular attendance, and uphold personal appearance and grooming standards, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations to support safe and efficient operations; identify problem areas and assist with solutions.
Handle problems by anticipating, preventing, identifying, and solving them as needed.
Cross-train in other hotel-related areas, maintain confidentiality, and anticipate 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 leave, personal leave, medical leave, and military leave in accordance with applicable law
Additional location-specific paid holiday, vacation, and sick-leave provisions for employees based in Washington, Colorado, and California