Guest Experience Agent - Upscale Front Desk (Overnight)

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

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.