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Guest Service Agent

Pre-Opening

Posted June 10, 2022

Mayfair House Hotel & Garden
Miami, FL
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About This Job

WHY JOIN US:

Come work for a dynamic team at the newly renovated Mayfair House Hotel and Garden. This glamorous Gaudi-inspired hotel is nestled into the bohemian Coconut Grove enclave.

We are looking for a highly motivated and energetic Guest Service Agent who has a passion for service. Enthusiastic employees can help take positive guest experiences to the next level. You’ll be working in an environment that fosters curiosity, collaboration and connection.

JOB OVERVIEW:  Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet  high standards of quality.

REPORTS TO:     Front Office Manager

ESSENTIAL JOB FUNCTIONS

  • 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.
  • 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 selection of rooms 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. 
  • 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.
  • Promptly answer the telephone using 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.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.     
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English.  Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times.  Can communicate well with guests.  Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.  Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.  Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  Ability to stand and move throughout front office and continuously perform essential job functions.  Ability to access and accurately input information using a moderately complex computer system.  Ability to observe and detect signs of emergency situations.  Ability to establish and maintain effective working relationships with associates, customers and patrons.

Education and Experience: High School Diploma or equivalent,  previous front desk / guest service experience.  Reservation knowledge is helpful.

BENEFITS:

• Health insurance • Dental insurance • Vision insurance • Life insurance • 401(k) • Paid time off (Personal days/ Vacation) • Room Discounts • Free Employee Meal (one per Shift) • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Mayfair House Hotel & Garden

3000 Florida Avenue
Miami, FL 33133

(305) 441-0000

179 Room Hotel

Now accepting applications!