GUEST SERVICE AGENT

Crescent Hotels & Resorts; Miami (FL); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player invites you to join their dynamic team as a Guest Service Agent. This role is pivotal in creating memorable experiences for guests, providing high-touch service in a vibrant hotel environment. You'll be the friendly face that greets guests, assists with their needs, and ensures their stay is as enjoyable as possible. With opportunities for professional development and a supportive team atmosphere, this position is perfect for those who thrive in a fast-paced, customer-focused setting. If you have a passion for hospitality and exceptional communication skills, this is the opportunity for you.

Benefits

Competitive compensation

Professional development opportunities

Paid time off

Employee Assistance Program (EAP)

Room discounts

Discounted parking

Daily employee meals

Qualifications

• Previous front desk/guest service experience is preferred.
• Reservation knowledge is helpful but not mandatory.

Responsibilities

• Greet customers with a friendly welcome and provide accurate information.
• Handle guest accounts, including check-in and check-out processes.
• Address guest complaints and negotiate effective solutions.

Skills

Effective English communication skills

Good guest interaction skills

Computer literacy

Professional appearance and manner

Ability to resolve conflicts

Education

High school diploma or equivalent

Job description

Join to apply for the GUEST SERVICE AGENT role at Crescent Hotels & Resorts

Description

For seekers of the timeless and worldly, the provocatively spirited, the cultured, and the hidden gem traveler, Mayfair House Hotel & Garden, a MICHELIN Key Hotel, offers an iconic experience set against a sexy & seductive backdrop, designed to evoke a cultured escape through guest programming and effortless service. Mayfair House Hotel & Garden is a place where everything is refreshingly current yet timeless. It is rooted in its artist narrative and anchored by its signature eccentric design. Join this industry-changing and forward-thinking team as the Guest Service Agent to create high-touch, unpretentious, personable, accommodating, effortless, and discreet service, with the highest level of diligence in making the Mayfair House service come to life.

Essential Job Functions

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate room selections based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
3. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
4. Promptly answer the telephone with positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
5. Close guest accounts at check-out and ascertain satisfaction. In case of dissatisfaction, negotiate compromise, which may include revenue allowances.
6. Address guest complaints by conducting thorough research to develop effective solutions and negotiate results. Remain calm and alert during emergency situations and heavy hotel activity. Use experienced judgment and discretion to plan and implement steps.
7. Comply with attendance rules and be available to work regularly.
8. Perform other related duties as assigned.

Qualifications

1. High school diploma or equivalent
2. Previous front desk/guest service experience
3. Reservation knowledge is helpful
4. Computer literacy
5. Good communication and interpersonal skills
6. Effective communication in English, both written and verbal
7. Previous hotel experience is a plus

Benefits

• Competitive compensation
• Professional development and growth opportunities
• Paid time off
• Employee Assistance Program (EAP)
• Room discounts at Crescent Hotels & Resorts locations
• Discounted parking
• Daily employee meals
• And more

Required Skills and Abilities

• Effective English communication skills
• Self-starting personality with an even disposition
• Professional appearance and manner
• Good guest interaction skills
• Team player willing to assist colleagues
• Proficiency with calculator and basic math
• Ability to handle high patience and diplomacy levels to resolve conflicts
• Ability to stand, move, and input information continuously
• Ability to observe emergency signs
• Ability to establish effective working relationships

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Applicants will be notified of rights per federal employment laws. For details, review the "Know Your Rights" notice from the Department of Labor.