Guest Service Agent - Full Time

Kimpton Hotels & Restaurants; Miami Beach (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Kimpton Hotels & Restaurants in Miami Beach is seeking a Guest Service Agent to manage registration and checkout, PBX operations, mail and messages while delivering outstanding guest service.

You will build relationships to encourage return visits, work with departments to ensure smooth operations, and adapt to a fast-paced environment with a focus on personalized hospitality.

Qualifications

• Front desk or guest-facing experience preferred.
• Knowledge of local area, services and attractions.
• Flexible schedule, including evenings, weekends and holidays.
• Ability to work under pressure in a fast-paced environment.
• Familiar with hotel systems and operations.

Responsibilities

• Review arrivals noting special requests; block rooms as needed.
• Check guests in and out confidently and professionally.
• Answer calls promptly with complete, accurate information.
• Complete AM/PM/Overnight checklists by shift end.
• Pre-assign rooms for VIPs, repeats, packages, and requests.
• Follow key control policy.
• Enforce proper credit policies.
• Submit lost & found reports for items.
• Balance daily shift bank and cash/credit transactions.
• Verify credit limit reports.
• Monitor room availability throughout the day.
• Use yields to review hotel selling status daily.
• Attend department meetings monthly.
• Communicate with Reservations, Sales, Housekeeping, Bell Staff, and Valet.

Skills

Front desk experience

Customer service

Communication

Local knowledge

Flexible schedule

Hotel systems

Education

High school diploma or GED

Job description

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The Guest Service Agent is responsible for registration and check-out, PBX operations, mail and message service all the while providing outstanding service to our guests along the way. You'll act as an advocate for the hotel, be a creator of ridiculously personal experiences, and develop relationships with guests that will compel them to return.

Some Of Your Responsibilities Include

• Review arrivals noting special requests, blocking rooms as needed.
• Check in and out hotel guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Follow established key control policy.
• Ensure proper credit policies are followed.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Verify credit limit report.
• Monitor room availability throughout the day.
• Review daily the selling status of the hotel using yield management system.
• Attend department meeting once a month.
• Communicate by telephone and/or radio with other departments: Reservations, Sales, Housekeeping, Bell Staff, and Valet.

What You Bring

• High school diploma or general education degree (GED) required.
• Previous experience in a Front Desk or customer-facing role is preferred.
• Knowledgeable of immediate area, services, attractions, and events.
• Flexible schedule, able to work evenings, weekends and holidays.
• Work well under pressure, dealing with many arrivals and departures within a short period of time.
• Familiar with hotel systems and operations, and the ability to enter in information accurately.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

Be Yourself. Lead Yourself. Make it Count.