What are the responsibilities and job description for the Guest Services Representative position at The Graham Companies?
Miami Lakes Hotel is a premier destination designed to accommodate both business and leisure travelers. As the only full-service hotel resort in the Miami Lakes area, we take pride in delivering exceptional service in a dynamic and welcoming environment. Ideally located on Main Street in the Miami Lakes Town Center, our hotel offers guests immediate access to upscale shopping, a 17-screen Cineplex movie theater, and over a dozen restaurants—all just steps from our front door.
We are currently seeking a Full-Time Guest Services Representative who is passionate about hospitality and dedicated to providing outstanding service at every point of guest interaction.
Position Summary
The Guest Services Representative serves as the primary point of contact for guests throughout their stay, ensuring a positive and seamless experience from check-in to check-out. This role requires professionalism, strong communication skills, attention to detail, and the ability to multitask in a fast-paced hotel environment.
Key Responsibilities
- Provide exceptional guest service in a professional, friendly, and courteous manner
- Perform guest check-in and check-out procedures accurately and efficiently
- Handle billing, payments, and adjustments, including cash, credit card, and house-charge transactions
- Verify registration cards and guest information for accuracy and completeness
- Answer incoming phone calls promptly and respond to inquiries in a helpful manner
- Address guest needs, questions, and concerns, escalating issues as appropriate
- Review daily occupancy and room availability reports
- Provide coverage for the Reservations Agent as needed
- Maintain familiarity with hotel amenities, services, and local attractions to better assist guests
Required Education & Experience
- High School diploma or equivalent required
- Hospitality Management degree preferred
- Minimum of 1 year of experience in a Guest Services, Front Office, or Reservations role within the hospitality industry
- Experience with Opera PMS preferred
- Bilingual (Spanish) is a plus
- Strong computer skills and comfort using hotel systems and standard office applications
Schedule Requirements
- Full-Time position
- Flexible availability required, including AM and PM shifts, weekends, and holidays
Why You Should Apply (Full-Time Employees Only)
Miami Lakes Hotel offers a comprehensive benefits package designed to support your professional and personal well-being:
- 401(k) with company match
- Employer-funded pension plan
- Paid Time Off (PTO)
- Holiday pay
- Health and dental benefits
- Employer-paid life insurance
- Employer-paid short-term and long-term disability insurance
- Legal assistance plan
- Athletic club membership discounts
- Positive work-life balance
- Prime location within Miami Lakes Town Center, within walking distance of restaurants, shops, and entertainment
Miami Lakes Hotel is committed to creating a positive workplace culture where team members feel valued and supported. If you are enthusiastic about hospitality and enjoy creating memorable guest experiences, we encourage you to apply.
Must be able to work a flexible schedule including days and nights (6:30a to 3p or 3p to 11:30p)