Overnight Front Desk Agent - Croydon Hotel

South Beach Group Hotels•Miami Beach, FL

About The Position

The Overnight Front Desk Agent ensures guests are checked in and out promptly and that guest requests and questions are handled politely and efficiently according to hotel standards. The role supports safe and effective hotel operations, protects guest safety and confidentiality, and helps apply credit and billing policies. The position is full-time, with varying hours and days based on business needs, including weekends, holidays, evenings, and overnight shifts. It has no supervisory responsibilities.

Requirements

At least two years of experience in a front desk or hotel environment.
At least one year of customer service experience.
College degree in hospitality, business administration, or a similar field.
Ability to work independently and exercise sound judgment to resolve issues.
Flexible schedule and ability to work weekends and holidays.
Ability to stand for long periods.
Excellent written and oral communication skills.
Ability to work with computers.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to communicate effectively with guests and coworkers and respond to guest requests.
Ability to understand tasks performed by telephone operators, reservation agents, concierges, and housekeepers.
Ability to handle cash and credit transactions.
Professionalism, courtesy, and respect toward guests and coworkers.
Ability to multitask and handle stress during busy periods.

Nice To Haves

Previous front office, hotel, or customer service experience preferred.
Bilingual ability preferred.
Previous experience with ASI Front Desk Cloud preferred.

Responsibilities

Check guests out, make change, cash checks, and post charges to guest accounts according to service standards.
Welcome and register guests, fulfill requests, follow special instructions, and adhere to security and credit policies and procedures.
Help management apply credit and guest billing policies.
Participate in daily briefings and meetings.
Maintain discretion in guest areas and ensure guest safety and confidentiality according to hotel standards.
Know hotel emergency procedures.
Understand and communicate promotions and enhancements to employees and guests.
Use the computer system to select and block rooms for arriving guests, preregister individuals or groups as required, and assist with escorting VIPs and returning guests to their rooms when requested.
Offer to arrange special accommodations during guest stays and coordinate future visits.
Perform other duties assigned by the manager.