Guest Services Agent - Delano Miami Beach Reopening

About the role

Ennismore is recruiting a Guest Services Agent for the reopening of Delano Miami Beach, set to open in early 2026. The hotel is being renovated and redeveloped by Ennismore in partnership with Cain International, and will comprise 171 rooms and food and beverage concepts, including a new pool on an amenity deck. The agent works under the general guidance of the Guest Experience Manager and acts as the main point of contact for guests, handling check-in and check-out, reservations, inquiries, billing and coordination with other departments.

Key responsibilities

• Greet guests warmly and ensure a smooth, efficient check-in process
• Handle departures, process payments and issue accurate receipts at check-out
• Answer and direct phone calls promptly, assist with reservations, inquiries and internal requests
• Inform guests about amenities, services and local attractions, and proactively upsell enhanced services and room upgrades
• Anticipate guest needs and respond quickly to requests, complaints or concerns
• Review daily arrivals and departures, block rooms for special requests, VIPs or package reservations, and keep room inventory accurate
• Coordinate with housekeeping to ensure timely room readiness
• Process no-show charges and post them correctly in the property management system (PMS)
• Manage reservation changes, early departures, extensions and cancellations in line with hotel policy
• Respond to guest messages, wake-up calls and special delivery requests
• Maintain front desk security and safety, including key control and lost & found
• Reconcile the cash drawer and post charges accurately to guest folios
• Support the night audit and generate required reports where applicable
• Keep the front desk clean and organized, follow emergency protocols, and perform other duties assigned by the Front Office Manager or supervisor