Guest Service Representative

Company Description The Fairmont Miramar Hotel & Bungalows is a luxury Santa Monica property known for its secluded beachfront bungalows and relaxed Southern California atmosphere. Set on five acres of manicured gardens, the hotel offers 297 contemporary guest rooms and suites, a beachside swimming pool, extensive meeting and event spaces, and a state-of-the-art indoor/outdoor fitness center with ocean views. The property has a storied history as a retreat for entertainment industry guests and continues to provide elevated culinary experiences and multiple lounges and bars. Team members are dedicated to delivering discreet, personalized service that exceeds guest expectations and creates memorable stays. The hotel is also a sought-after destination for weddings and special events, offering a range of unique venues from garden receptions to grand ballroom celebrations.

Role Description The Guest Service Agent is a full-time, on-site role located in the Atlanta Metropolitan Area, representing Fairmont Miramar Hotel & Bungalows’ standards of hospitality. This team member warmly welcomes guests, manages check-in and check-out processes, and handles reservations and room assignments with accuracy and efficiency. The role includes responding to guest inquiries in person and by phone, coordinating special requests, and liaising with housekeeping, concierge, and other departments to ensure seamless service. The Guest Service Agent processes payments, maintains detailed records, resolves guest concerns professionally, and provides information on hotel amenities, local attractions, and transportation options. Daily responsibilities also involve maintaining a polished front desk environment, following safety and security procedures, and supporting colleagues during busy periods to uphold service excellence.

Qualifications

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• Guest service and hospitality skills, including a welcoming demeanor, strong interpersonal abilities, and a commitment to guest satisfaction.
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• Front desk and administrative capabilities, such as handling check-ins/check-outs, managing reservations, and accurately processing payments.
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• Communication and problem-solving skills, with the ability to listen actively, respond clearly, and resolve issues in a calm, professional manner.
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• Teamwork and collaboration skills, including working closely with housekeeping, concierge, events, and other departments to coordinate guest needs.
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• Organizational and multitasking abilities to manage multiple guests, requests, and administrative tasks in a fast-paced environment.
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• Comfort with hotel management and point-of-sale systems, basic computer proficiency, and willingness to learn new technologies.
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• Flexibility to work variable schedules, including evenings, weekends, and holidays, as required in a 24/7 hospitality environment.
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• Prior experience in hotels, resorts, or customer-facing roles is preferred; professional training in hospitality or a related field is an asset.
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