Overnight Lobby Host

Arlo Hotels, an independent lifestyle hotel originally built as the Nautilus Hotel, is located in the heart of Miami’s Art Deco district. Designed by famed architect Morris Lapidus in the 1950s, the boutique hotel features a comfortable design that emulates a luxury beach house with public spaces, rooms, and suites that have an international and residential feel.

About the role

This position is responsible for welcoming and assisting guests, setting the tone for their experience through check-in and check-out, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as PBX relief, and providing luggage assistance. The role also includes assisting with valet parking and summoning cabs in an overnight capacity.

Responsibilities

• Always treat guests with courtesy and respect in a variety of situations, delivering outstanding service and creating memorable experiences.
• Connect with guests daily, provide exceptional customer service, and handle complaints promptly and professionally.
• Report guest concerns or comments to the Front Desk Supervisor/Duty Manager.
• Establish and develop long-term customer relationships, enhancing guests’ stays by creating an inviting atmosphere.
• Coordinate and multi-task job duties in an active environment.
• Assist with summoning third-party valet service to park guests’ vehicles and summoning cabs for guests.
• Greeting and Welcoming Guests:
  • Greet guests in a friendly manner, using clear and discreet sentences.
  • Position yourself at the main entrance to open and hold the door for all guests entering and leaving the building.
  • Open vehicle doors and greet guests, using the guest’s name whenever possible while maintaining a professional demeanor.
• Check-In and Check-Out Services:
  • Assist guests with kiosk check-in.
  • Enter information such as arrival alerts and messages.
  • Correct inaccuracies and discrepancies on guest accounts.
  • Post charges to guest accounts and complete daily high balance checks.
  • Check groups and tours in and out.
  • Confidently sell the hotel to prospective guests by showing familiarity with guest rooms, facilities, and amenities.
  • Update all guest profiles with correct billing information, preferences, and special requests.
• Luggage Assistance:
  • Assist arriving guests with luggage upon entering and exiting the building.
  • Escort guests to their room and handle luggage.
  • Secure and store luggage for guests, and retrieve luggage for departing guests.
  • Lift luggage and use bell carts to assist guests.
• Arrivals and Room Moves:
  • Escort guests to their room with luggage.
  • Familiarize guests with in-room facilities, including TV, thermostat, lighting, and other features.
  • Conduct guest orientation of outlets, fitness center, and general area attractions.
  • Coordinate with the Front Desk regarding room moves.
• Guest Interactions:
  • Maintain good posture when interacting and greeting guests.
  • Assist and coordinate with the Front Desk for any special requests.
  • Familiarize yourself with all VIPs and arrivals.
  • Assist with guest requests, errands, deliveries, etc.
• General Store:
  • Maintain general store upkeep.
  • Conduct sales within the General Store.
  • Understand the product within the General Store and have the ability to speak to it.
  • Report inventory monthly on all stock/product.
• Report any guest concerns or comments to the Director of Front Office and Front Office Managers/Supervisor(s).
• Provide Concierge services to guests and investigate guest charges to resolve complaints.
• Check messages and mail, and book guest reservations via telephone, walk-in, email, or fax.
• Up-sell rooms where possible according to established procedures to maximize revenues.
• Assist with guest luggage to and from the room when needed.
• Deliver packages (mail, faxes, etc.) to guest rooms when needed.
• Assist in calling and retrieving cabs for guests upon request.
• Perform any other duties requested by management.
• Reconciliation and Cash Handling:
  • Balance cash daily and deposit received cash in the safe.
  • Return personal and/or individual floating bank to the issued safety deposit box.
  • Ensure all billing and paperwork is done in accordance with Accounting standards.
  • Handle sensitive and confidential guest material professionally.
  • Accept advance deposits for guests and post them to guests’ accounts.
  • Make change and balance the personal and/or individual floating bank.

Requirements

• Minimum of Hospitality, Retail, or Services-related industries experience preferred.
• Must be able to stand for periods of time (up to 6 hours).
• Efficient in computer and typing skills.
• Available for shifts in the overnight capacity.

Pay

$25.50 per hour

Benefits

• Medical, Dental, and Vision coverage.
• 401K (after one year).
• Tuition Reimbursement.