{"id":1979098,"url":"https://alion.io/job/accor-group-overnight-guest-services-agent","title":"Overnight Guest Services Agent","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":83,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":64000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1114},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-06T20:01:58Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-19T10:56:16Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Delano Miami Beach fuses historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts, the hotel preserves its iconic walk-in pool and, in addition, unveil a new pool on an amenity deck, offering breathtaking views of the ocean. Delano Miami Beach acts as the brand’s flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality.\n JOB OVERVIEW:\nUnder the general guidance of the Guest Experience Manager, the Overnight Guest Service Agent is responsible for delivering exceptional service to guests throughout their stay by providing a warm welcome, smooth check-in and check-out processes, and personalized assistance. This role serves as the primary point of contact for guests and ensures that all interactions reflect the hotel's standards of hospitality, professionalism, and service excellence. The Guest Service Agent also handles reservations, guest inquiries, billing, and coordinates with other departments to ensure a seamless and memorable guest experience.\nYOUR KEY RESPONSIBILITIES:\nGreet all guests warmly upon arrival, ensuring a smooth and efficient check-in process\nHandle guest departures, process payments, and issue accurate receipts during check-out\nAnswer and direct incoming phone calls promptly and courteously; assist with reservations, inquiries, and internal requests\nProvide detailed information about hotel amenities, services, and local attractions; proactively upsell enhanced services and room upgrades\nAnticipate guest needs and respond promptly to requests, complaints, or concerns, ensuring high levels of guest satisfaction\nReview daily arrivals and departures, block rooms for special requests, VIPs, or package reservations\nMaintain accurate room inventory and communicate updates to appropriate departments\nCoordinate with housekeeping and other departments to ensure timely room readiness for arrivals\nProcess no-show charges and ensure accurate posting in the property management system (PMS)\nManage reservation changes, early departures, extensions, and cancellations following hotel policies\nMonitor and respond to guest messages, wake-up calls, and special delivery requests\nMaintain front desk security and safety procedures, including key control and lost & found\nReconcile cash drawer and post charges accurately to guest folios\nSupport the night audit process and assist in generating required reports, if applicable\nPerform daily checklist tasks and maintain the cleanliness and organization of the front desk area\nFoster positive working relationships with all hotel departments to ensure seamless guest service\nHandle emergency situations calmly and efficiently, following established protocols\nPerform any other job-related duties as assigned by the Front Office Manager or supervisor\nWe recognize we are in the hospitality industry and that may require us to provide lateral service. \nWe will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.\nADDITIONAL RESPONSIBILITIES:\nCommunicate effectively, both verbally and in writing, to provide clear direction to the venue teams.\nCommunicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.\nRemain calm and alert, especially during emergency situations.\nMake decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.\nSPECIFIC JOB KNOWLEDGE & SKILLS:\nHigh School Diploma or equivalent required\nMinimum of one to two years of experience in a customer service-driven hotel or resort environment, preferably within the Front Desk area\nPrevious experience in a high-end luxury, gaming, or upscale hospitality environment is highly desirable\nExcellent verbal and written communication skills in English; ability to communicate clearly, politely, and professionally with guests and team members\nStrong organizational, analytical, and problem-solving skills; ability to maintain composure and professionalism under pressure\nProven customer service excellence with a team-oriented mindset and professional maturit\nAbility to multitask effectively and manage competing priorities in a fast-paced environment while maintaining meticulous attention to detail\nDemonstrated ability to resolve guest conflicts independently or escalate issues to management when necessary\nAbility to work collaboratively within a team environment, supporting colleagues and promoting positive workplace culture\nKnowledge of property management systems (PMS), with experience using Opera or similar systems considered a plus\nFlexibility to work varied schedules, including weekends, holidays, and peak business periods\nAdditional language proficiency is a strong asset and preferred\nBasic knowledge of local area attractions, transportation, and services to assist guests effectively\nFamiliarity with hotel safety, security, and emergency response procedures\nStrong computer literacy and ability to use phone systems, email, and Microsoft Office applications\nCommitment to maintaining a polished professional appearance and adhering to uniform or dress code standards\nAdditional language ability preferred.\nAll team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.\n All your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":5712,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Lifestyle","Travel & Tourism"],"lifecycle":[{"event":"open","at":"2026-10-06T22:30:02Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.558,"p_room":0.9,"age_days":12,"expected_fill_days":24,"reasons":["conf:2","stale_co","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/accor-group-overnight-guest-services-agent","json_url":"https://alion.io/job/accor-group-overnight-guest-services-agent.json","meta":{"generated_at":"2026-10-19T14:35:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10561,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8914},"rest":"https://alion.io/mcp/rest/get_company?id=8914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccor-group-overnight-guest-services-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccor-group-overnight-guest-services-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccor-group-overnight-guest-services-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accor-group-overnight-guest-services-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccor-group-overnight-guest-services-agent"}]}