Front Desk Agent

We’re Seeking a Front Desk Agent Who Knows Hospitality Is PersonalAt The Standard Spa, Miami Beach, checking in should never feel like a transaction. Our Front Desk is the center of the guest experience, the place where first impressions are made, questions get answered, plans come together, and sometimes a little magic happens. We’re seeking a warm, confident, and naturally engaging Front Desk Agent who can make guests feel at home from the moment they arrive. You’ll handle everything from arrivals and departures to recommendations, special requests, billing, and the occasional curveball... all while bringing your own personality to the experience.We don't believe great hospitality needs to feel scripted. Be professional. Be knowledgeable. Be genuinely interested in people. And most importantly, be yourself.Why You’ll Love Your New LifestyleWorking at The Standard comes with perks designed to help you enjoy the lifestyle you help create.Complimentary Access to our Spa & Gym FacilitiesUp to 3 complimentary fitness classes per week, including yoga, pilates, bootcamp, and moreExclusive Spa Discounts on treatments and servicesDesignated Employee Pool Days during the summerRestaurant Discounts throughout the propertyBoutique Discounts on retail items and essentialsMedical, Dental & Vision CoverageCompany-paid Life InsuranceShort-Term & Long-Term Disability Insurance401(k) Retirement Plan with Company MatchPaid Time Off & Paid HolidaysComplimentary Employee MealsA workplace where individuality, hospitality, wellness, and community come togetherLive the lifestyle you help create.Position SummaryThe Front Desk Agent is responsible for creating a seamless, welcoming, and personalized experience throughout each guest's stay, from arrival through departure. As one of the most visible ambassadors of The Standard Spa, Miami Beach, the Front Desk Agent manages check-ins and check-outs, guest accounts, reservations, requests, hotel information, and guest concerns while maintaining accurate communication with departments throughout the property.This position requires someone who can balance personality with precision: building genuine guest relationships while accurately handling reservations, payments, room assignments, reports, and other Front Office responsibilities. The Front Desk Agent works closely with Guest Relations, Reservations, Bell, Housekeeping, Engineering, Spa, Membership, Food & Beverage, and Rooms Leadership to ensure every detail of the guest experience feels connected.Key ResponsibilitiesWelcome arriving guests with genuine warmth and create a memorable first impression.Perform guest check-ins efficiently and accurately according to established procedures.Confirm reservation details, room assignments, payment methods, and special requests.Explain hotel amenities, Spa access, Food & Beverage offerings, programming, and other relevant property information.Provide keys and ensure guests understand important information about their stay.Process check-outs accurately and efficiently.Review guest folios, explain charges, and resolve billing questions when appropriate.Create a thoughtful departure experience and invite guest feedback.Maintain awareness of arrivals, departures, VIPs, returning guests, groups, and special occasions.Build genuine relationships with guests rather than treating interactions as transactions.Anticipate guest needs and look for opportunities to personalize their stay.Recognize returning guests and acknowledge known preferences when appropriate.Assist guests with wake-up calls, transportation needs, deliveries, directions, and other requests.Listen actively to guest concerns and take ownership of finding an appropriate resolution.Respond to guest complaints, requests, and service opportunities promptly and professionally.Remain calm and composed when handling difficult or unexpected situations.Coordinate with the appropriate department to resolve guest concerns efficiently.Follow up with guests after a concern has been addressed to ensure satisfaction.Escalate significant issues to Front Office Leadership or the Manager on Duty when appropriate.Clearly document guest concerns, resolutions, preferences, and necessary follow-up for other shifts.Respond appropriately during emergencies and safety situations according to established procedures.Answer incoming telephone calls professionally and assist or route callers appropriately.Complete registration, billing, reporting, and check-out procedures accurately.Maintain awareness of room status and communicate discrepancies appropriately.Maintain an organized, clean, and visually presentable Front Desk and lobby environment.Process cash, credit card, room charge, and other approved payment methods accurately.Immediately report discrepancies or suspicious transactions to Management.Maintain confidentiality and security when handling guest payment information.Document important guest requests, incidents, room issues, service recovery, VIP information, and follow-up needs.Review shift notes and relevant hotel communications at the beginning of each shift.Communicate room status, maintenance issues, guest preferences, and operational concerns to appropriate departments.Maintain discretion when communicating sensitive guest information.Maintain strong working relationships with departments throughout the property to ensure seamless guest service.Communicate closely with Housekeeping regarding room readiness, room status, special requests, and priority rooms.Maintain knowledge of Spa, Food & Beverage, Membership, and hotel programming to confidently guide guests throughout the property.Stay informed about daily happenings and operational changes throughout the property.Encourage guests to discover relevant amenities and experiences throughout their stay.Follow all hotel policies, Front Office procedures, service standards, and SOPs.Maintain professional appearance, grooming, and uniform standards.Protect guest confidentiality and sensitive property information at all times.Maintain superior standards of quality, service, organization, and cleanliness throughout the Front Desk and lobby.Maintain punctuality and reliable attendance according to the posted schedule.Required Skills & QualificationsHigh school diploma or GED required.Minimum two years of customer service experience preferred.Minimum one year of hotel Front Desk or related hospitality experience preferred.Previous experience with Opera PMS or similar hotel property management system preferred.Basic Microsoft Office and computer skills.Excellent verbal and written communication skills.Strong guest service and interpersonal abilities.Friendly, welcoming, confident, and professional demeanor.Ability to resolve guest concerns in a thoughtful and timely manner.Strong organizational and multitasking skills.Ability to maintain accuracy while working in a fast-paced environment.Ability to remain calm and think clearly under pressure.Comfortable handling payments, guest accounts, and confidential information.Ability to work independently while collaborating closely with a team.Fluent in English; additional languages are a plus.Flexible availability, including mornings, evenings, weekends, holidays, and varying shifts.Physical RequirementsAbility to stand for extended periods, including the majority of an assigned shift.Ability to walk throughout the property as needed to assist guests and support hotel operations.Ability to work in indoor and occasional outdoor environments with varying conditions.Frequent use of computers, keyboards, telephones, and Front Office equipment.Ability to bend, reach, and perform routine physical movements throughout the workday.Ability to lift, carry, push, or pull up to 25 pounds.Ability to communicate clearly with guests and coworkers in person and by telephone #J-18808-Ljbffr