Guest Experience Agent

Highgate

HMS Bounty (FL)

On-site

USD 19,000 - 30,000

Full time

14 days+

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Job summary

Highgate Hotels is seeking a Guest Service Agent to greet guests during check-in, assist during their stay, and handle checkout with a focus on maximizing occupancy and revenue. The role requires hospitality know-how, strong communication, and a courteous, efficient demeanor.

The position sits at The Elser Hotel & Residences in Downtown Miami, aligning with Highgate's luxury portfolio and guest-centric service standards. Previous hotel or customer service experience is preferred.

Qualifications

College coursework in related field helpful.
Experience in a hotel or related field preferred.
High School diploma or equivalent required.
Computer experience required.
Customer Services experience preferred.
Flexible and long hours sometimes required.
Ability to stand during entire shift.

Responsibilities

Greet and welcome all guests at Front Desk per Highgate standards.
Maintain Front Desk PBX console operation and hotel standards.
Answer guest inquiries about services, facilities and hours.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Review Front Office log and Trace File daily.
Answer inquiries from guests about restaurants, transportation, entertainment, etc.
Follow cash handling and credit policies.
Know rates, packages and promotions listed in the Red Book.
Be familiar with in-house groups and closed out dates.
Take room reservations and quote rates accordingly.
Understand hospitality terminology.
Know emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient manner.
Use proper two-way radio etiquette at all times.
Operate Front Desk computer system and related tasks on shift checklist.