Delano Service Agent - PBX

Delano•Miami Beach, FL

About The Position

The Delano Service Agent - PBX provides telephone customer service support for calls received at the property while maintaining its core experience guidelines. The agent assists guests and internal callers, records requests, and ensures they are reported and addressed in a timely manner. The role requires thorough knowledge of hotel services, features, and local attractions; accurate use of hotel systems; and effective communication with management and relevant team members to resolve guest needs and issues. The position also involves routing calls, logging maintenance and guest-service requests in Nuvola, following up to ensure guest satisfaction, handling wake-up calls, resolving complaints, and complying with departmental and financial procedures. The agent attends required meetings and handovers, maintains an organized work area, and protects confidential information. Team members may be asked to perform related tasks to support exceptional guest service.

Requirements

High school diploma or equivalent.
At least one year of experience in a customer service role; upscale or lifestyle hotel experience is preferred.
Exceptional, personality-driven attitude.
Ability to enter and locate work-related information using computers and/or point-of-sale systems.
Ability to spend extended periods viewing a computer screen.
Gracious, friendly, and fun demeanor.
Ability to multitask, work in a fast-paced environment, and maintain a high level of attention to detail.
Ability to maintain positive and productive working relationships with team members and other departments.
Ability to work independently and collaboratively to promote teamwork.
Ability to stand or walk for a minimum eight-hour shift.
Ability to twist, tow (push or pull), reach, bend, climb, and carry objects as necessary.
Excellent communication skills and ability to read, write, speak, and understand English.
Ability to work inside and outside at all times of the year as needed, based on business volumes.

Nice To Haves

Intermediate understanding of computer systems such as Opera Cloud, Nuvola, Microsoft Word, Excel, and Outlook.
Customer service experience in an upscale or lifestyle brand hotel.

Responsibilities

Answer guest inquiries and maintain current knowledge of hotel services, features, and local attractions.
Route call transfers to the requested destinations and meet departmental and company service guidelines for call productivity.
Accurately enter guest, room, and other pertinent information into the hotel property management system.
Enter maintenance tickets and guest-service requests into Nuvola, follow up, and help ensure issues are addressed promptly and guests are satisfied.
Comply with the company’s Finance Standard Operating Procedures and update practices as needed to reflect policy changes or audit recommendations.
Answer calls in a positive, friendly manner that makes guests feel welcome.
Communicate effectively with management and relevant team members to address guest and employee needs or issues.
Maintain knowledge of and comply with departmental policies, procedures, and standards.
Resolve guest complaints and ensure guest satisfaction.
Verify the guest’s name and room number for each request.
Set up and follow up on wake-up calls in a timely manner.
Attend mandatory divisional and staff meetings and daily handovers.
Keep the work area clean and organized.
Keep confidential documents and information in a secure area.
Perform related tasks as needed to support exceptional guest service.