Guest Service Agent

Hampton Inn by Hilton Coconut Grove/Coral Gables; Coral Terrace (FL); On-site; USD 19,286 - 27,552; Full time

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Identity Theft Protection

Accident/ Critical Illness/Hospital

Pet Insurance

Paid Time Off

401K after 1 year

Job summary

Hampton Inn by Hilton Coconut Grove/Coral Gables in Miami, FL is seeking a Guest Service Agent to join the Front Desk team. You will welcome guests, handle check-in/out, manage reservations, and assist with inquiries to ensure a memorable stay.

This role requires strong communication, multitasking, and a guest-first attitude, with opportunities to upsell services and contribute to smooth front-desk operations.

Qualifications

• Excellent communication and customer service skills.
• Strong organizational and time management skills.
• Ability to multi-task and work under pressure.
• Proficient in using computer systems and software.
• Ability to work flexible hours, including weekends and holidays.
• Previous experience in a similar role in hospitality.
• Fluent in English; knowledge of other languages is a plus.
• Must be a legal resident of the USA and authorized to work in the USA.

Responsibilities

• Welcome guests to the hotel and assist them with check-in and check-out processes.
• Manage reservations and bookings.
• Respond to guest inquiries and provide accurate information about facilities and services.
• Address guest complaints and resolve issues in a timely and professional manner.
• Process payments and maintain accurate records.
• Assist guests with luggage and transport arrangements.
• Coordinate with other departments to ensure guests' needs are met.
• Maintain a clean and organized front desk and lobby area.
• Upsell hotel services and amenities to guests.
• Close and balance all room accounts; print and distribute audit reports.
• Prepare guest folios for Express Check-out; know fire and safety procedures.

Skills

Communication

Customer service

Organization

Multi-tasking

Computer systems proficiency

Shift flexibility

English fluency

Spanish/Portuguese knowledge

Education

High school diploma or equivalent

Tools

OnQ PMS

Hotel management software

Job description

Location: Hotel - Miami Coconut Grove

Summary

We are seeking a passionate and motivated Guest Service Agent to join our dynamic Front Desk Team. As a Guest Service Agent, you will be responsible for providing excellent customer service to all our guests, ensuring their stay is an enjoyable and memorable experience. You will be the first point of contact for guests, answering inquiries, providing recommendations and assisting with any concerns they may have and will be responsible for balancing the revenue and expense transactions which occur each day at the hotel.

Benefits

• Major Medical, Dental, and Vision Insurance
• Life Insurance
• Legal Shield and Identity Theft Protection
• Accident/ Critical Illness/ Hospitalization Insurance
• Pet Insurance
• Paid Time Off
• 401K after 1 year of employment

Responsibilities

• Welcome guests to the hotel and assist them with check-in and check-out processes
• Manage reservations and bookings
• Respond to guest inquiries and provide accurate information and recommendations about the hotel's facilities and services
• Address guest complaints and resolve issues in a timely and professional manner
• Process payments and maintain accurate records
• Assist guests with luggage and transport arrangements
• Coordinate with other departments to ensure guests' needs are met
• Maintain a clean and organized front desk and lobby area
• Up-sell hotel services and amenities to guests
• Closing and balancing all room accounts.
• Counting and balancing cash and credit card receipts.
• Balancing direct bill accounts.
• Verifying and balancing vouchers.
• Running a trial balance report.
• Investigating or analyzing out-of-balance situations.
• Making adjustments or corrections to accounts as needed.
• Printing and distributing various computer audit reports.
• Completing required revenue and expense reports.
• Preparing guest folios for Express Check-out.
• Have knowledge of hotel fire and safety procedures.

Requirements

• Excellent communication and customer service skills
• Strong organizational and time management skills
• Ability to multi-task and work under pressure
• Proficient in using computer systems and software
  • Ability to work flexible hours, including weekends and holidays
  • Previous experience in a similar role, ideally in the hospitality industry
  • High school diploma or equivalent qualification
  • Fluent in English, knowledge of Spanish, Portuguese or other languages
  • Hilton OnQ PMS experience and/or Hampton or Hilton Family of Brands experience is ideal.

  Candidate must be hands‑on, organized, team motivator and adhere to brand and hotel standards. This is not an office position and requires candidate to work at the Front Desk. Must be available to work on a schedule which includes weekends and holidays and, 8‑hour shifts. Paid training will be provided for selected candidate. A sign‑on bonus of $500 is available for Qualified OnQ Certified applicant, if hired.

  • Must be a legal resident of the USA and authorized to work in the USA to apply.