Delano Service Agent - PBX

AccorHotel•Miami Beach, FL

About The Position

The Delano Service Agent - PBX provides telephone customer service support for calls received at the property, following the core experience guidelines. The role assists guests and internal callers, records requests, and ensures they are communicated and addressed promptly. The agent maintains knowledge of hotel services, features, and local attractions; routes calls; enters guest and room information into the hotel PMS; and logs maintenance and guest service requests in Nuvola. The position also involves resolving complaints, following up on requests and wake-up calls, complying with departmental and finance procedures, communicating with management and colleagues, attending meetings and handovers, and keeping the work area organized and confidential information secure. Lateral service and other related tasks may be required to support exceptional guest service.

Requirements

High school diploma or equivalent.
At least one year of experience in a customer service role.
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, including the 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

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

Responsibilities

Answer guest inquiries and maintain current knowledge of hotel services, features, and local attractions.
Route call transfers to the requested destinations.
Meet department and company call productivity guidelines.
Accurately enter guest, room, and other relevant information into the Hotel PMS.
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 to reflect policy changes or audit recommendations.
Answer calls in a positive, friendly manner that makes guests feel welcome.
Communicate with management and relevant team members to address guest and employee requests or needs.
Maintain knowledge of and comply with departmental policies, procedures, and standards.
Resolve guest complaints and ensure guest satisfaction.
Verify the accuracy of guest names and room numbers 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 provide exceptional guest service.