Guest Services Agent

The Shelborne Miami Beach is an iconic Art Deco destination reimagined for a new generation. Rooted in Miami Beach history and energized by contemporary culture, the property is designed to be a social anchor for locals, travelers, hotel guests, and members alike. Our nightlife venues - including the Lobby Bar and the intimate Little Torch cocktail lounge - are intended to be lived-in, magnetic, and culturally relevant, not programmed from a distance.

Art, fashion, wellness, and music are central to Miami's cultural identity and core to The Shelborne's point of view.

Essential Job Duties and Responsibilities

• Guest Check-In & Check-Out:
  
  
  • Greet guests upon arrival, ensuring a warm and welcoming check-in experience.
  • Accurately enter guest information into the hotel's reservation system, assign rooms, and provide guests with key cards and relevant information about the hotel's amenities.
  • Assist guests during the check-out process, reviewing their bills, processing payments, and ensuring a smooth departure.
  • Ensure that all guest information is entered accurately in the hotel's property management system.
• Guest Service & Problem Resolution:
  
  
  • Respond promptly to guest inquiries and requests, providing information about hotel services, local attractions, and other amenities.
  • Address and resolve guest complaints or concerns professionally and efficiently, ensuring a positive experience and guest satisfaction.
  • Handle guest issues regarding room preferences, amenities, or billing discrepancies, ensuring timely resolution.
  • Provide information on hotel policies, such as check-in/check-out times, parking, and special accommodations.
• Communication & Coordination:
  
  
  • Serve as the liaison between guests and other hotel departments, ensuring that guest requests are communicated and fulfilled promptly.
  • Coordinate with housekeeping, maintenance, and concierge teams to address any issues or special requests, such as room cleaning, maintenance needs, or transportation arrangements.
  • Keep management informed about any ongoing guest concerns or issues that may need further attention or follow-up.
• Administrative & Record-Keeping Tasks:
  
  
  • Process guest payments accurately, including credit/debit cards, cash, or room charge transactions.
  • Maintain accurate guest records, ensuring that any updates or changes to reservations are logged correctly in the system.
  • Prepare and review reports related to room availability, occupancy, and guest satisfaction.
  • Handle daily cash handling, post charges, and track any outstanding guest balances or issues.
• Guest Services & Special Requests:
  
  
  • Fulfill special guest requests, such as extra towels, bedding, room amenities, or concierge services, ensuring that these requests are handled in a timely manner.
  • Offer recommendations to guests regarding local attractions, dining options, and services, enhancing their overall experience.
  • Handle arrangements for transportation, including taxi services or shuttle reservations, and assist with luggage as needed.
• Security & Safety:
  
  
  • Ensure the safety and security of guests, team members, and hotel property at all times.
  • Be familiar with emergency evacuation procedures and respond calmly and efficiently in the event of an emergency.

Education and/or Experience

• High School Diploma or equivalent required.
• Previous experience in a customer service or hotel front desk role preferred.
• Familiarity with hotel reservation systems (e.g., InforHMS, Opera, or similar) is a plus.
• Knowledge of basic accounting procedures and cash handling is preferred.

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal.
• Strong interpersonal skills with the ability to interact effectively with guests, team members, and management.
• Ability to multitask and manage time efficiently in a fast-paced, high-pressure environment.
• Strong problem-solving skills, with the ability to think on your feet and resolve guest issues quickly and effectively.

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to occasionally lift or move up to 25 pounds.
• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Why Join Proper Hospitality

At Proper, we build experiences that move people - and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their well-being, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career and a life that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment - a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job - it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.