Guest Service Agent

The Guest Service Agent is the primary representative of the hotel during a guest’s stay, supporting an organized, welcoming front-of-house experience from arrival through departure. This onsite role in Miami, FL focuses on check-in and check-out coordination, guest support, and maintaining a clean, professional lobby environment.

Key Responsibilities

• Process guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting the form of payment, assigning rooms, and issuing room keys according to property policies and procedures.
• Coordinate room status updates with the housekeeping department and maintenance work with the engineering division.
• Maintain a clean and organized front-of-house area, including the lobby and seating areas.
• Manage and resolve guest complaints in a professional and courteous manner.
• Assist guests on departure by verifying and posting outstanding charges, settling credit cards, and arranging 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.

Requirements

• Stay current on information about the hotel and local area, including directions, transportation, and recommendations for restaurants and attractions.
• Communicate with the public, hotel staff, and management in a professional manner.
• Stand, sit, or walk for an extended period or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Learn and follow safety, emergency, and accident prevention policies and procedures.
• Understand and adhere to proper credit card and cash handling policies and procedures.
• Use repetitive hand and body motions such as grasping, writing, typing, listening, hearing, and maintain visual acuity.
• Walk, including climbing stairs and ladders; stand to a significant degree; kneel, reach, bend, handle machinery, feel, talk, hear, and place objects weighing less than or equal to 80 pounds.
• Communicate clearly both verbally and in writing.

Technologies

• PMS
• CRM
• Microsoft Word
• Excel

Qualifications

• High school diploma or equivalent.
• Ability to work in a fast-paced environment.
• Previous hospitality experience is preferred.
• Previous knowledge of PMS and CRM systems is preferred.
• Working knowledge of Microsoft Word and Excel.
• Ability to work a flexible schedule, including weekends and holidays.

Role Details

• Location: Miami, FL (onsite)
• Compensation: USD 17 per hourly
• Education: High school diploma or equivalent