Overnight Guest Services Agent

Company DescriptionDelano Miami Beach fuses historic charm with contemporary luxury reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts the hotel preserves its iconic walk-in pool and in addition unveil a new pool on an amenity deck offering breathtaking views of the ocean. Delano Miami Beach acts as the brands flagship location re-establishing Delano as a trailblazer in luxury lifestyle hospitality.Job DescriptionJOB OVERVIEW Under the general guidance of the Guest Experience Manager the Overnight Guest Service Agent is responsible for delivering exceptional service to guests throughout their stay by providing a warm welcome smooth check-in and check-out processes and personalized assistance. This role serves as the primary point of contact for guests and ensures that all interactions reflect the hotels standards of hospitality professionalism and service excellence. The Guest Service Agent also handles reservations guest inquiries billing and coordinates with other departments to ensure a seamless and memorable guest experience.YOUR KEY RESPONSIBILITIES Greet all guests warmly upon arrival ensuring a smooth and efficient check-in processHandle guest departures process payments and issue accurate receipts during check-outAnswer and direct incoming phone calls promptly and courteously assist with reservations inquiries and internal requestsProvide detailed information about hotel amenities services and local attractions proactively upsell enhanced services and room upgradesAnticipate guest needs and respond promptly to requests complaints or concerns ensuring high levels of guest satisfactionReview daily arrivals and departures block rooms for special requests VIPs or package reservationsMaintain accurate room inventory and communicate updates to appropriate departmentsCoordinate with housekeeping and other departments to ensure timely room readiness for arrivalsProcess no-show charges and ensure accurate posting in the property management system PMSManage reservation changes early departures extensions and cancellations following hotel policiesMonitor and respond to guest messages wake-up calls and special delivery requestsMaintain front desk security and safety procedures including key control and lost & foundReconcile cash drawer and post charges accurately to guest foliosSupport the night audit process and assist in generating required reports if applicablePerform daily checklist tasks and maintain the cleanliness and organization of the front desk areaFoster positive working relationships with all hotel departments to ensure seamless guest serviceHandle emergency situations calmly and efficiently following established protocolsPerform any other job-related duties as assigned by the Front Office Manager or supervisorWe recognize we are in the hospitality industry and that may require us to provide lateral service.We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.ADDITIONAL RESPONSIBILITIESCommunicate effectively both verbally and in writing to provide clear direction to the venue teams.Communicate with team members using a positive and clear speaking voice listen to and understand requests respond with appropriate actions and provide accurate information.Remain calm and alert especially during emergency situations.Make decisions and take actions based on previous experience and good judgment sometimes revising procedures to accommodate unusual situations.QualificationsSPECIFIC JOB KNOWLEDGE & SKILLSHigh School Diploma or equivalent requiredMinimum of one to two years of experience in a customer service-driven hotel or resort environment preferably within the Front Desk areaPrevious experience in a high-end luxury gaming or upscale hospitality environment is highly desirableExcellent verbal and written communication skills in English ability to communicate clearly politely and professionally with guests and team membersStrong organizational analytical and problem-solving skills ability to maintain composure and professionalism under pressureProven customer service excellence with a team-oriented mindset and professional maturitAbility to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detailDemonstrated ability to resolve guest conflicts independently or escalate issues to management when necessaryAbility to work collaboratively within a team environment supporting colleagues and promoting positive workplace cultureKnowledge of property management systems PMS with experience using Opera or similar systems considered a plusFlexibility to work varied schedules including weekends holidays and peak business periodsAdditional language proficiency is a strong asset and preferredBasic knowledge of local area attractions transportation and services to assist guests effectivelyFamiliarity with hotel safety security and emergency response proceduresStrong computer literacy and ability to use phone systems email and Microsoft Office applicationsCommitment to maintaining a polished professional appearance and adhering to uniform or dress code standardsAdditional language ability preferred.All team members must maintain a neat clean and well-groomed appearance. Specific department uniform guidelines andor required articles of clothing will be explained to you by your supervisor.Additional InformationAll your information will be kept confidential according to EEO guidelines.