111 Hotel Management jobs in Miami

Additional Information

Job Number

Job Category Rooms & Guest Services Operations

Location The St. Regis Bal Harbour Resort, 9703 Collins Avenue, Bal Harbour, Florida, United States, 33154VIEW ON MAP (

Schedule Full Time

Located Remotely? N

Position Type Non-Management

POSITION SUMMARY

Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.

The Guest Services Manager is responsible for enhancing and improving our hotel's experience by providing outstanding service to our guests. Provides hands on management style, by providing training to new hires and staff, taking and assisting with reservations, excellent customer service, being a team player and having a positive attitude. Also provides support to the General Manager through oversight of front desk duties and assignments.

Responsibilities include:

• Greet all guests, vendors, and visitors professionally, and with a smile.
• Monitor competitor hotel daily/weekly rates and coordinates (with General Manager) upcoming hotel rate adjustments.
• Development of weekly front desk schedules and for approving front desk PTO requests.
• Inspect guest rooms (if needed and requested by the General Manager or housekeeping supervisor).
• Assist with accounting issues that arise with guest invoices.
• Assist with guest complaints and resolution of issues (as possible).
• Process guest check-in and check-out in accordance with hotel policy and procedures.
• Make and confirm guest reservations.
• Answer phone professionally and cordially.
• Assist guests with special requests including room placement when possible.
• Share hotel amenities and special features with guests.
• Process all

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Front Desk/Guest Service Agent

Pay Rate: $16 - $8 per hour + Potential Bonuses

Location: Hotel - Miami Brickell

Summary

We are seeking a passionate and motivated Front Desk Agents to join our dynamic Front Desk Team. As a Front Desk/Guest Service Agent, you will be responsible for providing excellent customer service to all our guests, ensuring their stay is an enjoyable and memorable experience. You will be the first point of contact for guests, answering inquiries, providing recommendations and assisting with any concerns they may have.

Responsibilities

• Welcome guests to the hotel and assist them with check-in and check-out processes- Manage reservations and bookings- Respond to guest inquiries and provide accurate information and recommendations about the hotel's facilities and services- Address guest complaints and resolve issues in a timely and professional manner- Process payments and maintain accurate records- Assist guests with luggage and transport arrangements- Coordinate with other departments to ensure guests' needs are met- Maintain a clean and organized front desk and lobby area- Up-sell hotel services and amenities to guests
  
  

• Excellent communication and customer service skills
• Strong organizational and time management skills
• Ability to multi-task and work under pressure
• Proficient in using computer systems and software
• Ability to work flexible hours, including weekends and holidays
• Previous experience in a similar role, ideally in the hospitality industry
• High school diploma or equivalent qualification
• Fluent in English, knowledge of Spanish, Portuguese or other languages
• Hilton OnQ PMS experience and/or Hampton or Hilton Family of Brands experience is ideal.
  
  

• Must be a legal resident of the USA and authorized to work in the USA to apply.

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries Motor Vehicle Manufacturing

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The Customer Service Guest Services Specialist provides customers with high quality multi-channel support and problem resolution in a manner that meets or exceeds defined department objectives and enhances the overall customer experience. This individual responds to guest complaints and inquiries in an expedient manner and with the highest degree of courtesy and professionalism; strives for one contact resolution; and delivers high-touch customer service in a contact center environment. The individual in this role will develop a strong command of the company's customer service policies and Fine Jewelry product knowledge that can be critical for offering quick and accurate assistance to customers. Additionally, the Guest Services Specialist initiates the escalation process for unresolved customer cases or issues.

What you'll be doing:

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Receive and respond timely and professionally to a high volume of customer calls, emails, and letters regarding product problems, service questions, and general customer concerns
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
• Control end to end case management and provide status updates to guests
• Partner with the Returns Processing team to overcome obstacles and ensure customer cases are within level of service
• Communicate with cruise line partners, multiple internal departments, vendors, and customers, to expedite resolution to customer purchase matters
• Maintain a high level of professionalism with clients and establish a positive rapport with every caller
• Update customer information in the customer service database and logs during and after each call
• Initiate the escalation process for unresolved customer cases or issues
• Work with the management team to stay up to date on product knowledge and changes in company policies
• Fulfill the individual qualitative and quantitative level of the service objectives

• 2 Years of Experience
• Associate's Degree
• Outstanding written and verbal communication skills, phone etiquette, and proficiency in English
• Previous experience working in a Contact Center/Call Center environment (at least 2 years with a single employer)
• Strong (average or above) computer skills in Microsoft Excel, Outlook, and Word, and experienced with a CRM
• Minimum 3 years administrative/office experience, preferably in a fast-paced environment
• Accurately performs data entry of text and numeric information at rate of 35 wpm from spoken and printed sources
• Mathematical skills. The ability to add, subtract, multiple, and divide whole numbers, fractions, and decimals
• Spanish or other 2nd language (French, Portuguese, Mandarin) preferred
• Prior experience in fine watches, jewelry, or luxury retail goods preferred

• Strong customer service and communication skills (written and verbal) in order to effectively assist retail customers, and communicate with various internal departments, cruise line partners, and vendors
• Strength and poise in direct communications when interacting with challenging customer situations.
• Strong organizational skills and the ability to perform multiple tasks in a fastpaced environment using personal initiative to develop mutually beneficial results
• Efficient, meticulous, and detail oriented in managing data, documentation, and/or high value merchandise
• Sense of urgency and strong follow up skills.
• Proactive personality and self-motivation
• Team player able to develop great relations with co-workers and support the returns processing area as needed
• Ability to commit to work schedule and follow time and attendance policy

• Works on routine activities, work is closely monitored, given specific instruction, strictly follow rules, guidelines or procedures

• Less than 10% of time (Periodic travel to local ships)

• Customer Focus
• Integrity and Trust
• Interpersonal Savviness
• Superior Oral and Written Communication Skills
• Organized, Detailed, Accurate

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.

Maintain proper operation of the PBX console and ensure that all hotel standards are met.

Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

Review Front Office log and Trace File daily.

Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.

Follow all cash handling and credit policies.

Be aware of all rates, packages and special promotions as listed in the Red Book.

Be familiar with all in-house groups.

Be aware of closed out and restricted dates.

Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

Be familiar with hospitality terminology.

Have knowledge of emergency procedures and assist as needed.

Handle check-ins and checkouts in a friendly, efficient and courteous manner.

Use proper two-way radio etiquette at all times when communicating with other employees.

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

Be able to complete a bucket check, room rate verification report, and housekeeping report.

Balance and prepare individual paperwork for closing of shift according to hotel standards.

Maintain and market promotions and guest programs.

Maintain a clean work area.

Assist guests with safe deposit boxes.

College course work in related field helpful.

Experience in a hotel or a related field preferred.

High school diploma or equivalent required.

Computer experience required.

Customer services experience preferred.

Flexible and long hours sometimes required.

Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Ability to stand during entire shift.

Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Perform other duties as requested by management.

The Guest Services Representative will engage with the guest in a variety of job functions. This position represents the hotel and will often be the first and last impression the guest has of the hotel. All Guest Service Representatives are empowered to make decisions that enhance the guest experience and create a positive impression of The Seaport Hotel. To succeed, GSR's must anticipate guest needs and deliver service beyond what our guests expect. The position reports directly to the Guest Services Management team. This position will involve a great deal of guest contact and a high level of attention to detail. The position can often bring unexpected challenges so being able to adapt quickly is critical to being successful.

• Provide an exceptional experience for all of our guests. Greet guests warmly, check in/checkout, provide room keys, deliver messages, etc.
• Maintain a prominent position at the reception desk, being the customer's first contact
• Register guests promptly; ensure all pertinent information is entered and accurate in system
• Balancing multiple tasks and processing information in a timely manner
• Answer phone calls, both internal and external, maintaining proper phone etiquette and procedures
• Communicate with guests via email maintaining proper grammar and professionalism
• Handling cash, keeping an accurate

The Guest Services Representative ("GSR") position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. This position is responsible for assisting guests, answering phones, checking guests in and out, and collecting

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Assist guests with safe deposit boxes.

• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

• Managing all aspects of the front desk and concierge operations.
• Leading, training, and motivating the guest services team.
• Ensuring exceptional guest satisfaction by handling inquiries and resolving complaints promptly.
• Implementing and enforcing hotel service standards.
• Overseeing the check-in and check-out processes for efficiency and accuracy.
• Collaborating with other hotel departments to ensure seamless guest experiences.
• Managing departmental budget and controlling costs.
• Developing and implementing operational procedures for the front office.
• Maintaining a high level of knowledge about the hotel, its services, and local attractions.
• Monitoring guest feedback and implementing improvements.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 4 years of experience in front office management or guest services in luxury hotels.
• Proven leadership and team management skills.
• Excellent customer service and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in hotel management software (PMS).
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Excellent communication and organizational skills.
• A passion for hospitality and creating memorable guest experiences.