Front Desk Host

Introducing The Shelborne by Proper, a holistic restoration of the iconic Miami beachfront hotel — re-opening in 2025. This extensive renovation will preserve the landmark’s 1940 art deco distinction and authentic charm while modernizing interiors from top to bottom — all embracing the rich heritage originally crafted by Morris Lapidus and Igor Polevitzky, two of the most celebrated Art Deco architects of the mid-twentieth century.

The Shelborne will introduce four vibrant new food & beverage destinations to the neighborhood, each suited for warm weather dining, with an all-day signature restaurant, a lobby bar- lounge, and curated cafe. Resort amenities include a spacious pool and lush garden lounge, indoor-outdoor cabanas, sundeck terrace, state-of-the-art fitness center, dedicated access to a private beach club, and more than 15,000 square feet of indoor-outdoor meeting & event space.

Job Overview
As a Front Desk Agent, you will be the first point of contact for our guests and play a key role in providing exceptional customer service. Your main responsibility will be to ensure a smooth and welcoming guest experience from check-in to check-out. This role is critical in maintaining The Shelborne’s high standards of service, guest satisfaction and smooth operations. You will work closely with the Front Desk team, Housekeeping, and other hotel departments to ensure that all guest needs are met efficiently and professionally.

• 
  Guest Service & Problem Resolution:
• Greet guests upon arrival and provide a warm, welcoming check-in experience
• Efficiently check in guests by verifying their reservation details, processing payments, and assigning rooms
• Handle guest check-outs, ensuring all charges are accurately posted and that guests depart with a positive impression
• 
  Guest Service & Problem Resolution:
• Respond promptly and professionally to guest inquiries, requests, and complaints
• Resolve any issues or concerns that guests may have during their stay, ensuring they are satisfied with the resolution
• Provide information on hotel services, local attractions, and dining options, and assist guests with special requests
• 
  Communication & Coordination:
• Communicate effectively with other hotel departments (e.g., Housekeeping, Maintenance, Sales) to address guest needs and maintain seamless operations
• Handle incoming phone calls and direct them to the appropriate departments or assist with reservations
• Monitor the hotel’s email system and assist with online reservation inquiries
• 
  Administrative Duties:
• Maintain accurate guest records and ensure all guest information is entered correctly into the system
• Process reservations and cancellations, ensuring that rooms are allocated efficiently
• Assist with preparing reports, inventory checks, and ensuring that front desk supplies are stocked
• 
  Security & Safety:
• Ensure the safety and security of guests, team members, and hotel property at all times
• Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines
• 
  Team Collaboration:
• Work as part of a team with fellow Front Desk Agents, Supervisors, and Managers to maintain high levels of guest satisfaction

• High School Diploma or equivalent required
• Previous experience in customer service or hospitality is preferred, but not required
• Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal
• Exceptional interpersonal skills with the ability to remain calm and professional under pressure
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and organizational skills

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to occasionally lift or move up to 20 pounds
• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems