At Your Service Agent

TB ISLE RESORT LP•Aventura, FL

7d•Onsite

About The Position

The At Your Service Agent answers calls made to the hotel and directs them to appropriate hotel extensions or guestrooms, eliminating the call-around process for guests. The agent clearly communicates hotel information, events, and emergencies to callers and provides attentive service in a luxury hotel environment. The role handles guest requests and concerns by phone, tracks service and maintenance requests, and coordinates special arrangements and follow-up.

Requirements

Minimum 1–2 years of luxury hotel experience or equivalent.
Professional demeanor appropriate for a luxury environment.
Outstanding guest service skills.
Ability to handle multiple tasks in an intense, ever-changing environment.
Effective listening skills and ability to understand and clarify concerns and issues raised by guests and members.
Typing skills.
Proficiency in Excel, Word, Opera, Outlook, or Guest Experience Platform (GXP).
Ability to operate a multi-line switchboard efficiently.
Ability to communicate in English.
Strong problem-solving and analytical abilities.
Ability to meet deadlines and work under pressure.
Experience using computers and software such as Microsoft Office (Word, Excel, and Outlook).
Ability to work flexible schedules, including PM shifts, holidays, and weekends, and perform multiple tasks.
High school diploma.

Nice To Haves

Two-year college degree preferred.
A second language is a plus.

Responsibilities

Answer multiple incoming telephone lines.
Obtain necessary information and transfer calls to the correct extensions.
Provide information to callers as appropriate.
Log and properly track internal and external service and corrective maintenance requests.
Handle guest concerns or complaints over the phone.
Complete personalized wake-up calls for guests.
Maintain superior phone etiquette, record keeping, and follow-up.
Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.
Handle special arrangements during guest stays and coordinate future visits.
Perform other duties as required by management.