Front Desk Agent

The Shelborne by Proper is an iconic Miami Beach landmark reimagined through the lens of Proper Hospitality. Set along the ocean in the heart of South Beach, our historic Art Deco property brings together thoughtful design, elevated hospitality, dynamic food and beverage, wellness, nightlife, and a distinctly Miami sense of energy. More than a hotel, The Shelborne is envisioned as a destination for both travelers and locals — honoring the character and history of the property while creating a modern luxury experience that feels deeply connected to the culture, rhythm, and spirit of Miami Beach.

Essential Job Duties and Responsibilities

• Guest Service & Problem Resolution:

  • Greet guests upon arrival and provide a warm, welcoming check-in experience.

  • Efficiently check in guests by verifying their reservation details, processing payments, and assigning rooms.

  • Handle guest check-outs, ensuring all charges are accurately posted and that guests depart with a positive impression.

• Guest Service & Problem Resolution:

  • Respond promptly and professionally to guest inquiries, requests, and complaints.

  • Resolve any issues or concerns that guests may have during their stay, ensuring they are satisfied with the resolution.

  • Provide information on hotel services, local attractions, and dining options, and assist guests with special requests.

• Communication & Coordination:

  • Communicate effectively with other hotel departments (e.g., Housekeeping, Maintenance, Sales) to address guest needs and maintain seamless operations.

  • Handle incoming phone calls and direct them to the appropriate departments or assist with reservations.

  • Monitor the hotel’s email system and assist with online reservation inquiries.

• Administrative Duties:

  • Maintain accurate guest records and ensure all guest information is entered correctly into the system.

  • Process reservations and cancellations, ensuring that rooms are allocated efficiently.

  • Assist with preparing reports, inventory checks, and ensuring that front desk supplies are stocked.

• Security & Safety:

  • Ensure the safety and security of guests, team members, and hotel property at all times.

  • Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines.

• Team Collaboration:

  • Work as part of a team with fellow Front Desk Agents, Supervisors, and Managers to maintain high levels of guest satisfaction.

Education and/or Experience

• High School Diploma or equivalent required.

• Previous experience in customer service or hospitality is preferred, but not required.

• Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus.

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal.

• Exceptional interpersonal skills with the ability to remain calm and professional under pressure.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Strong attention to detail and organizational skills.

Physical Demands

• Ability to sit or stand for extended periods of time.

• Ability to occasionally lift or move up to 20 pounds.

• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Why Join Proper Hospitality

At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession - it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.