Guest Experience Lead — Front Desk & VIP Service

Reitmr; Miami Beach (FL); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account (HSA) with Co.

401(k) Retirement Plan with Company-M"

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels in Miami Beach is seeking a Guest Relations Agent to lead front desk operations, ensuring welcoming, seamless, and memorable stays from check-in to check-out. You will balance guest service, team support, and daily hotel operations in a fast-paced environment.

The role emphasizes service-driven, organized, and collaborative hospitality leadership with opportunities to enhance guest satisfaction and loyalty across diverse properties.

Qualifications

• Experience in hotel front desk or customer service preferred.
• Strong communication and guest service skills with a friendly, professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS, reservations platforms, POS systems, and cash handling preferred.
• Detail-oriented, organized, and service-focused with a collaborative mindset.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in and check-out.
• Assist guests with reservations, room assignments, billing inquiries, and information.
• Process guest transactions and cash handling accurately using PMS and POS systems.
• Respond quickly to guest concerns and service requests to ensure satisfaction.
• Maintain knowledge of hotel amenities, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams to support operations.
• Assist with room inventory management, upselling opportunities, and interdepartmental communication.
• Maintain cleanliness and presentation standards in Front Desk and lobby areas.
• Follow brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

Skills

Guest service excellence

Communication skills

Multitasking

Shift flexibility

Tools

PMS systems

POS systems

Reservations platforms

Job description

Sonesta International Hotels in Miami Beach is seeking a Guest Relations Agent to lead front desk operations, ensuring welcoming, seamless, and memorable stays from check-in to check-out. You will balance guest service, team support, and daily hotel operations in a fast-paced environment.

The role emphasizes service-driven, organized, and collaborative hospitality leadership with opportunities to enhance guest satisfaction and loyalty across diverse properties.