Guest Service Agent

Join the team at Balfour - A Morgans Original, a historic Miami Beach landmark since 1940, now managed by Ennismore. Balfour is an Art Deco gem in the South of Fifth neighborhood with iconic original design touches that feel like a laid-back social hub for guests and the neighborhood.  Be part of a team dedicated to maintaining the hotel’s legacy while delivering outstanding service in this unique and dynamic setting where you can be your best self.

The Front Desk Agent will be responsible for all duties relating to arriving and departing guests and ensuring they receive excellent service throughout their stay.

What you'll do...

• Be part of a team that works towards a common goal and creates a welcoming environment for guests and team members alike
• Actively and proactively welcome, greet, and check guests in
• Inform guests with knowledge of the hotel, all its offerings, the city, and local recommendations
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
• Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
• Handle all guest requests, accidents, and/or thefts promptly, and record all matters in the hotel-specific recording process
• Update and maintain the Front Office handover book, and pass on all guest feedback to the Manager on duty
• Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with confidentiality standards
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk, manage par stock, and order supplies
• Complete the appropriate reports and audits during shift
• Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payments; third-party payments, international currency, etc.
• Encourage up-selling to maximize rates
• Ensure work areas are cleaned and maintained at all times
• Any other reasonable duties as assigned

What we're looking for...

• 2 years in a customer service position, preferably in an upscale or lifestyle brand hotel
• Opera experience preferred – ability to enter and locate work-related information using computers and/or point-of-sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to prioritize and adapt to the changing needs of the operation.
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• You have a passion for hospitality, you inspire an enthusiastic guest-centered approach.
• You can turn any situation around into a positive experience for all, guests and team alike.
• You think big and encourage your team to believe.
• You are comfortable with the strategic as well as day to day detail.
• You are able to easily identify and utilize emerging trends and technology to generate revenue. 
• You exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• You are highly responsible, reliable and ethical. A reputation for honesty and integrity.
• You get things done, independently and skilled at taking decisive action.

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.

Morgans Originals is part of the Lifestyle Collective of Ennismore.  Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder-built brands with purpose at their heart.  Ennismore and Accor entered a joint venture in 2021, creating a new autonomous entity and the world’s fastest-growing lifestyle and leisure hospitality company.