FRONT DESK AGENT

Customer Services, Microsoft Office Suite, Visual Matrix PMS About Our Client Our client is a premier hospitality property located in Miami, part of the MVR Group portfolio. As a leading boutique hotel, they specialize in delivering exceptional guest experiences while maintaining the highest standards of service and professionalism. Our client combines personalized service with the flexibility and modern amenities today’s travelers expect, driven by a commitment to maximizing guest satisfaction and profitability Our client is built on the values of trust, excellence, service, teamwork, care for their people, and resourcefulness. These values guide their commitment to delivering outstanding hospitality experiences while maintaining operational and financial integrity. Position Summary Our client is seeking a polished, guest-focused Front Desk Agent to be the face of their boutique hotel in Miami. This team member will be responsible for creating memorable first and last impressions for every guest, managing the check-in and check-out process with precision, and ensuring seamless day-to-day front desk operations. The ideal candidate thrives in a fast-paced hospitality environment, brings a genuine passion for service, and takes pride in delivering 5-star experiences consistently. Key Responsibilities Guest Experience and Front Desk Operations Welcome guests warmly upon arrival and complete check-in and check-out procedures accurately and efficiently. Serve as the primary point of contact for guest inquiries, requests, and concerns throughout their stay. Anticipate guest needs proactively and resolve issues with urgency, professionalism, and a service-first mindset. Reservations and System Management Manage reservations, room assignments, and availability using the hotel’s property management system (Visual Matrix PMS). Process payments, issue receipts, and maintain accurate billing records. Update guest profiles, preferences, and special requests to ensure a personalized experience. Communication and Coordination Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs and ensure room readiness Communicate clearly and professionally via phone, email, and in person with guests and internal teams. Relay relevant information across shifts through accurate handoff notes and logs. Problem Resolution Handle guest complaints and service recovery situations with empathy and confidence, escalating when necessary. Follow hotel policies and procedures for emergencies, incidents, and special situations. Maintain composure and professionalism under pressure or during high-volume periods. Property Presentation and Standards Maintain a clean, organized, and welcoming front desk and lobby area at all times. Uphold their client brand standards in appearance, communication, and guest interaction. Support upselling initiatives for room upgrades, amenities, and hotel services. Requirements Minimum 1 year of front desk, guest services, or hospitality experience preferred Proficiency with property management systems (PMS) or similar hotel software Strong verbal and written communication skills in English; bilingual in Spanish is a plus Ability to work flexible shifts including mornings, evenings, weekends, and holidays Professional appearance and demeanor at all times Strong problem-solving skills and ability to remain calm under pressure Basic math and cash handling accuracy High school diploma or equivalent required; hospitality or tourism degree is a plus Core Competencies Trust: Acts with integrity in every guest and team interaction. Handles sensitive guest information, payments, and complaints with full accountability and discretion. Excellence: Holds a high personal standard for every touchpoint of the guest experience. Takes initiative to go beyond the basics and deliver service that exceeds expectations. Service: Puts the guest first in every situation. Responds with urgency, warmth, and care to create seamless, memorable stays from check-in to check-out. Teamwork: Communicates openly and collaborates effectively with housekeeping, maintenance, and management to ensure smooth operations across all shifts. Resourcefulness: Finds creative, practical solutions to guest challenges and operational issues. Leverages available tools and systems to work efficiently and smartly. #J-18808-Ljbffr