Guest Service Agent

ABOUT THE ROLE

We are looking for a Guest Service Agent to join our team! As a Guest Service Agent, you will represent the hotel throughout all stages of the guest’s stay. By working with all hotel personnel, you will ensure every guest experiences the highest customer care. Their primary responsibilities are welcoming all guests to the hotel as well as bidding them farewell, assisting guests with checking in and out as well as assisting with luggage, transportation within the Miami area, other miscellaneous requests, providing information about various features of the hotel, but most importantly, interacting with guests to provide a most memorable hotel experience. A Guest Service Agent is responsible also for monitoring guest flow while keeping the lobby and entrance presentable at all times.

Essential Duties:

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures.
• Coordinate room status updates with the housekeeping department and maintenance work with the engineering division.
• Ensure to maintain a clean and organized front-of-house area, including lobby and seating areas.
• Manage and resolve all guest complaints in a professional and courteous manner.
• Assist guests on departure by verifying and posting all outstanding charges, settling credit cards, and making arrangements for luggage and transportation assistance.
• Respond promptly and professionally to customer requests, complaints, and inquiries.
• Conduct security walks through the building
• Perform other duties as assigned

Specific Requirements of this role:

• Be able to stay updated on information about the hotel and local area, including directions, transportation, and recommendations doer restaurants/attractions.
• Ability to communicate with the public, hotel staff, and management in a professional manner.
• Ability to stand, sit, or walk, for an extended period or for an entire work shift.
• Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Able to learn safety, emergency, and accident prevention policies and procedures.
• Understand and adhere to proper credit card and cash handling policies and procedures.
• Able to use repetitive hand and body motions such as grasping, writing, typing, listening, hearing, and visual acuity.
• Able to walk, including climbing stairs, and ladders, standing to a significant degree, kneeling, reaching, bending, handling machinery, feeling, talking, hearing, and place objects weighing less than or equal to 80 pounds.
• Able to communicate clearly both verbally and in writing.