Delano Service Agent

AccorHotel•Miami Beach, FL

11d•Onsite

About The Position

Under the general guidance of the Delano Service Agent - PBX - provides telephone customer service support for all calls received while maintaining the core experience guidelines at the property. PBX Agent is responsible for assisting both guest and internal calls, ensuring all requests are noted and reported on a timely manner.

Requirements

High School Diploma or equivalent.
At least one year of experience in a customer service role, preferably in a upscale or lifestyle brand hotel
Must have an exceptional personality driven attitude.
An intermediate understanding of Computer systems such as Opera Cloud, Nuvola, Microsoft Word, Excel and Outlook is preferred.
Enter and locate work related information using computers and/or point of sale systems
Ability to spend extended lengths of time viewing a computer screen.
Possess a gracious, friendly and fun demeanor.
Ability to multitask, work in a fast-paced environment and have a high-level attention to detail
Maintain positive and productive working relationships with other team members and departments
Ability to work independently and to partner with others to promote an environment of teamwork
Must be able to stand or walk a minimum eight-hour shift
Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary
Must have excellent communication skills and be able to read, write, speak and understand English
Must be able to work inside and outside at all times of the year as needed, based upon business volumes

Responsibilities

Answer all guest inquires while maintaining current knowledge/familiarity with all hotel services, features and local attractions.
Ensures all call transfers are appropriately routed to the requested destinations.
Ensures that call productivity is meeting the service guidelines set for the department and company.
Effectively inputs guest, room and pertinent information accurately into the Hotel PMS
Input maintenance tickets into Nuvola, ensuring guest issues are addressed on a timely manner, following up any request to guarantee guest satisfaction.
Input guest services request into Nuvola, ensuring guest issues are addressed on a timely manner, following up any request to guarantee guest satisfaction.
Ensure full compliance with the company’s Finance Standard Operating Procedures (SOPs) and update practices as needed to reflect policy changes or audit recommendations.
Answers the phone in a positive, friendly manner and making the guest feel welcome
Effectively communicate with Management and relevant team members in order to fulfill and address any issues or needs requested by guests and or other employees.
Maintain complete knowledge of and comply with all departmental policies, procedures and standards.
Resolve guest complaints, ensuring guest satisfaction.
Ensure accuracy of guest name and room number of each guest request.
Ensure timely set up and follow up of all wake up calls.
Attend mandatory meetings including divisional meetings, staff meetings and daily handovers.
Keep work area clean and organized.
Ensure confidential documents or information are kept in a secure area.
We recognize we are in the hospitality industry and that may require us to provide lateral service.
We will on occasion call for each individual on the team to perform various related tasks as needed in the spirit of providing exceptional guest service.