What are the responsibilities and job description for the Guest Service Agent position at Angler's Hotel - Miami Beach?
JOB DESCRIPTION
The Guest Service Agent is responsible for providing exceptional guest service while managing front desk operations at Angler’s Hotel – Miami Beach. This position ensures efficient check-in and check-out processes, accurate guest account management, and a welcoming experience for all guests. The Guest Service Agent serves as a primary point of contact for guests, assisting with inquiries, requests, and concerns while maintaining a high level of professionalism and hospitality.
RESPONSIBILITIES
Essential Functions
- Greet guests in a friendly and professional manner and provide a welcoming experience.
- Perform check-in and check-out procedures accurately and efficiently.
- Manage guest reservations, including processing bookings, cancellations, and modifications.
- Answer phone calls and provide accurate information regarding hotel services, amenities, and local area information.
- Maintain accurate guest accounts, folios, and billing information.
- Handle cash, credit card transactions, and ensure compliance with payment policies.
- Monitor room availability and communicate with housekeeping regarding room status.
- Address guest inquiries, requests, and concerns promptly and professionally.
- Review daily arrivals and departures to ensure smooth operations.
- Follow key control procedures and maintain security of guest information.
- Complete assigned front desk checklists and shift duties.
- Ensure compliance with hotel policies, procedures, and service standards.
Additional Responsibilities
- Assist with guest requests such as wake-up calls, directions, and recommendations.
- Submit and document lost and found items in accordance with hotel procedures.
- Maintain cleanliness and organization of the front desk area.
- Communicate effectively with other departments to support hotel operations.
- Participate in team meetings and trainings as required.
- Perform additional duties as assigned by management.
PERSONAL COMPETENCIES
- Strong customer service and interpersonal skills
- Excellent communication and problem-solving abilities
- Attention to detail and organizational skills
- Ability to multitask in a fast-paced environment
- Professional demeanor and positive attitude
- Team-oriented mindset
EDUCATION, EXPERIENCE AND SKILLS REQUIREMENTS
- High School diploma or equivalent required
- Previous front desk or customer service experience preferred
- Experience with Property Management Systems (Opera or Medialog preferred) is a plus
- Proficiency in Microsoft Office and general computer systems
- Knowledge of the local area, services, and attractions is a plus
- Fluency in English required; Spanish preferred; French is a plus
- Ability to work flexible schedules including evenings, weekends, and holidays
PHYSICAL DEMANDS & WORKING CONDITIONS
Physical Requirements
- Ability to stand and walk for extended periods
- Ability to use computers, telephones, and standard office equipment
- Occasional lifting of items up to 20–25 pounds
Work Environment
- Fast-paced hospitality environment with frequent guest interaction
- Front desk setting requiring multitasking and attention to detail
- Work performed primarily indoors
INTENT AND FUNCTION OF THE JOB DESCRIPTION
The Company reserves the right, at any time with or without notice, to modify job duties, reassign responsibilities, or assign additional tasks as business needs require. Employees may be asked to perform other duties that support the successful operation of Angler’s Hotel.