Guest Service Agent

3w3 weeks ago

Kimpton Hotels & Restaurants

Miami, US · Full-time · $31,200 – $37,440

About this role

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 and initiated a new boutique hotel standard where people can connect from the heart.

Our San Francisco-born entrepreneurial spirit and zest for life kicked started this culture in 1981, and it shines through to this day. The lively, rebellious, genuine you—with your diverse background, talents, and plucky personality—is fully welcome and celebrated here.

As a Guest Service Agent, you'll handle registration and check-out, PBX operations, mail and message service while providing outstanding service. You'll act as an advocate for the hotel, create ridiculously personal experiences, and develop relationships that compel guests to return.

Your daily work involves reviewing arrivals, blocking rooms, checking guests in and out, answering phone calls promptly, and coordinating with Reservations, Sales, Housekeeping, and other teams. You'll follow key control policies, verify credit limits, and monitor room availability using the yield management system.

Requirements

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 information accurately.

Responsibilities

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, ensuring complete and accurate information.
Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests.
Follow established key control policy.
Verify credit limit report and ensure proper credit policies are followed.
Monitor room availability throughout the day and review daily selling status using yield management system.
Communicate by telephone and/or radio with Reservations, Sales, Housekeeping, Bell Staff, and Valet.

Benefits

Be part of a team that values heartfelt human connections and meaningful work.
Enjoy a work environment that is quirky, irreverent, empowering, and downright exceptional.
Have the opportunity to create ridiculously personal guest experiences that compel return visits.
Work for a company founded on rebellious, genuine hospitality where you can be your full self.