Guest Service Agent

Morgans Originals; Miami (FL); On-site; USD 30,000 - 45,000; Full time

Job summary

Join a leading hospitality team as a Front Desk Agent at a historic Miami Beach hotel. You will create a welcoming atmosphere for guests, manage check-ins, and ensure exceptional service. Ideal candidates are customer service-oriented, bilingual, and have a passion for hospitality. Enjoy a competitive package and opportunities for growth in a dynamic environment.

Benefits

Competitive package

Opportunities for development

Creative work environment

Qualifications

• 2 years in a customer service position, preferably in a hotel.
• Fluent in Spanish and English.

Responsibilities

• Greet and check guests in, ensuring a welcoming environment.
• Handle guest requests and maintain privacy and security.
• Complete reports and audits during shift.

Skills

Customer Service

Communication

Hospitality

Bilingual (Spanish and English)

Tools

Opera

Job description

Company Description

Join the team at The Balfour - A Morgans Original, a historic Miami Beach landmark since 1940, now managed by Ennismore. The Balfour is an Art Deco gem in the South of Fifth neighborhood with iconic original design touches that feel like a laid-back social hub for guests and the neighborhood. Be part of a team dedicated to maintaining the hotel’s legacy while delivering outstanding service in this unique and dynamic setting where you can be your best self.

Front Desk Agent Job Description

What you'll do...

1. Be part of a team that works towards a common goal and creates a welcoming environment for guests and team members alike.
2. Actively and proactively welcome, greet, and check guests in.
3. Inform guests with knowledge of the hotel, all its offerings, the city, and local recommendations.
4. Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow-up.
5. Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes, and account inquiries, reservation inquiries.
6. Handle all guest requests, accidents, and/or thefts promptly, and record all matters in the hotel-specific recording process.
7. Update and maintain the Front Office handover book, and pass on all guest feedback to the Manager on duty.
8. Ensure guest privacy and security, any confidential guest information is not disclosed, and processes are aligned with confidentiality standards.
9. Ensure the correct procedure and policy standards are adhered to.
10. Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies.
11. Complete the appropriate reports and audits during shift.
12. Comply with hotel credit policy as it relates to cash payments, credit card payments, account to company, voucher payments, third-party payments, international currency, etc.
13. Encourage up-selling to maximize rates.
14. Ensure work areas are cleaned and maintained at all times.
15. Perform any other reasonable duties as assigned.

Qualifications

What We're Looking For...

1. 2 years in a customer service position, preferably in an upscale or lifestyle brand hotel.
2. Opera experience preferred – ability to enter and locate work-related information using computers and/or point-of-sale systems.
3. Possess a gracious, friendly, and fun demeanor.
4. Ability to prioritize and adapt to the changing needs of the operation.
5. Excellent verbal and written communication skills. Fluent in Spanish and English.
6. You have a passion for hospitality, inspiring an enthusiastic guest-centered approach.
7. You can turn any situation around into a positive experience for all, guests and team alike.
8. You think big and encourage your team to believe.
9. You are comfortable with strategic as well as day-to-day details.
10. You can easily identify and utilize emerging trends and technology to generate revenue.
11. You exhibit a professional attitude, diplomacy, and an ability to handle difficult situations.
12. You are highly responsible, reliable, and ethical, with a reputation for honesty and integrity.
13. You are proactive and decisive in your actions.

Additional Information

What's In It For You...

1. The opportunity to join an innovative, fast-growing, international group committed to building new hotels and a global brand.
2. The chance to challenge the norm and work in a creative and rewarding environment.
3. Become part of a passionate team dedicated to creating great hospitality experiences and exploring new locations.
4. A competitive package and ample opportunities for development.

Morgans Originals is part of the Lifestyle Collective of Ennismore. Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder-built brands with purpose at their heart. Ennismore and Accor entered a joint venture in 2021, creating a new autonomous entity and the world’s fastest-growing lifestyle and leisure hospitality company.