Guest Services Agent

At The Elser Hotel & Residences in downtown Miami, the Guest Services Agent plays a key role in creating a smooth arrival, an easy stay, and a confident departure for every guest. This onsite hourly position focuses on front desk and guest services support while helping drive room revenue and occupancy.

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami, and this role supports daily operations through guest communication, accurate processing, and consistent service standards in line with Highgate Hotel requirements.

Key Responsibilities

• Greet and welcome guests approaching the Front Desk according to Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Log and deliver packages, mail, and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Respond to guest questions regarding restaurants, transportation, entertainment, and related topics.
• Follow all cash handling and credit policies.
• Stay current on rates, packages, and special promotions listed in the Red Book.
• Be familiar with all in-house groups and with closed out and restricted dates.
• Collect necessary details when taking room reservations and follow the rate-quoting scenario.
• Use hospitality terminology appropriately and assist with emergency procedures as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette when communicating with other employees.
• Operate relevant Front Desk computer system functions.
• Complete duties and tasks on the shift checklist in a timely and efficient manner.
• Complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for shift close according to hotel standards.
• Maintain and market promotions and guest programs, while keeping the work area clean.
• Assist guests with safe deposit boxes.

Requirements

• High School diploma or equivalent required.
• College course work in a related field helpful.
• Experience in a hotel or related field preferred.
• Computer experience required.
• Customer service experience preferred.
• Flexible availability, including long hours sometimes required.
• Light work: exerting up to 20 pounds occasionally, and/or up to 10 pounds frequently or constantly, to lift, carry, push, pull, or move objects.
• Ability to stand during the entire shift.
• Maintain a warm, friendly demeanor at all times.
• Communicate effectively verbally and in writing with employees and guests at all levels.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach encounters with guests and employees in a service-oriented, courteous manner.
• Attend all required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as scheduling needs vary.
• Maintain personal appearance and grooming, including wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to support safe and efficient operations.
• Identify problem areas and assist in implementing solutions.
• Handle problems by anticipating, preventing, identifying, and solving as needed.
• Understand and apply complex information and data from various sources.
• Ability to cross-train in other hotel related areas.
• Maintain confidentiality of information.
• Show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

Technologies

• PBX console
• Two-way radio
• Front Desk computer system

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• Additional paid time off details vary by location (Washington, Colorado, California) and eligibility, as described in the posting

Location: Onsite at The Elser Hotel & Residences, 49-story luxury condominium hotel in Downtown Miami.

Posting date: 8/13/2026. This job opening will remain open for at least 75 days.

Note: Certain benefits described above may vary for associates in Washington, Colorado, and California based on applicable CBA and plan documents. Benefits do not apply to part-time positions.