Guest Services Agent
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Job Location:
Miami Beach, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
JOB OVERVIEW:
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 hotels 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.
YOUR KEY 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
- We recognize we are in the hospitality industry and that may require us to provide lateral service.
- We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
