Guest Services Agent

Job Overview

The Guest Services Agent will deliver exceptional service to guests at the re-opening of Delano Miami Beach, a luxury hotel set to open in early 2026. The hotel will blend historic charm with contemporary luxury, serving as the Delano brand's flagship location.

Key Responsibilities

• Greet all guests warmly upon arrival, ensuring a smooth and efficient check-in process
• Handle guest departures, process payments, and issue accurate receipts during check-out
• Answer and direct incoming phone calls promptly and courteously; assist with reservations, inquiries, and internal requests
• Provide detailed information about hotel amenities, services, and local attractions; proactively upsell enhanced services and room upgrades
• Anticipate guest needs and respond promptly to requests, complaints, or concerns, ensuring high levels of guest satisfaction
• Review daily arrivals and departures, block rooms for special requests, VIPs, or package reservations
• Maintain accurate room inventory and communicate updates to appropriate departments
• Cook up with housekeeping and other departments to ensure timely room readiness for arrivals
• Process no-show charges and ensure accurate posting in the property management system (PMS)
• Manage reservation changes, early departures, extensions, and cancellations following hotel policies
• Monitor and respond to guest messages, wake-up calls, and special delivery requests
• Maintain front desk security and safety procedures, including key control and lost & found
• Reconcile cash drawer and post charges accurately to guest folios
• Support the night audit process and assist in generating required reports, if applicable
• Perform daily checklist tasks and maintain the cleanliness and organization of the front desk area
• Foster positive working relationships with all hotel departments to ensure seamless guest service
• Handle emergency situations calmly and efficiently, following established protocols
• Perform any other job-related duties as assigned by the Front Office Manager or supervisor