Front Desk Agent

SLS Hotels; Miami (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

SLS LUX Brickell in Miami is seeking a Guest Services professional to warmly welcome guests, check them in and out, and deliver a personalized, engaging experience. You will use Opera, Go Concierge and HotSOS to manage reservations, respond to requests, protect guest privacy, and support upselling while keeping the front desk efficient and friendly.

High school diploma or higher, 1–2 years in a public-contact role, and the ability to work overnight are preferred.

Qualifications

• Bachelor’s Degree preferred; High School Diploma or equivalent required.
• 1–2 years in a public contact position, preferably in an upscale hotel.
• Ability to work overnight and use hotel systems such as Opera, HotSOS, Go Concierge.

Responsibilities

• Welcome, greet, and check guests in.
• Inform guests with knowledge of the hotel, its services, and local happenings.
• Ensure requests are handled accurately with appropriate service and follow-up.
• Differentiate between guest types (reservations, walk-ins, VIPs, groups) and respond appropriately.
• Follow up on arrivals, update registration cards, handle special requests and rate changes.
• Deal with all guest requests, incidents, and thefts promptly and record in the hotel system.
• Maintain the reception handover book and relay guest feedback to the manager on duty.
• Ensure guest privacy and confidentiality as per standards.
• Adhere to procedures and policy standards; keep supplies stocked and organized.
• Complete required reports and audits during the overnight shift.
• Encourage up-selling to maximize room rates.

Skills

Guest service

Communication

Multitasking

Overnight shift

English proficiency

Teamwork

Education

Bachelor’s Degree preferred

High School Diploma or equivalent

Tools

Opera

Go Concierge

HotSOS

Microsoft Word

Excel

Outlook

Job description

Company Description

Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.

Company Description

Gazed at the multi-color exterior in the buzzing neighborhood that lies just outside, SLS LUX Brickell offers both our team members and our guests extraordinary experiences infused with glamour and a playful spirit. We have an exciting career opportunity to join our team. Say farewell to the ordinary and hello to SLS LUX Brickell, an irresistible and spellbinding retreat in the city’s center.

Job Description

Job Purpose

Under the general guidance of the Front Office Manager, perform all duties connected with arriving and in-house guests, ensure that all our regular and VIP guests receive high quality, personalized service, an Engaging, Dynamic Guest Experience and maintain our guest recognition program.

Duties & Functions

• Actively welcome, greet, and check guests in
• Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
• Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk ins, VIP guests, groups, etc.
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Deal with all guest requests, accidents, and/or thefts promptly, no later than within a 20 minute response time, and record all matters in HotSos or hotel-specific recording process
• Update and maintain the reception handover book, and pass on all guest feedback to the Manager on duty so appropriate action may be taken
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with the company confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
• Complete the appropriate reports and audits during the overnight shift
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times
• Any other reasonable duties as assigned by the supervisor or manager
• 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 service

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

• Bachelor’s Degree preferred. High School Diploma or equivalent required
• One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Ability to work overnight
• An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work-related information using computers and/or point-of-sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak, and understand English.
• Must be able to work inside and outside at all times of the year as needed, based on business volumes.

Additional Information

All your information will be kept confidential according to EEO guidelines.