Experience Agent

The Boca Raton•Boca Raton, FL

1d•$20 - $20

About The Position

The Experience Agent provides elevated luxury room and amenity reservations and helps guests and members plan customized stays. The role calls for a friendly, outgoing person with excellent verbal and written communication skills, strong attention to detail, and the ability to anticipate individual needs. The agent promptly creates personalized itineraries and maintains expert knowledge of resort amenities, local dining, events, and activities. The agent responds to guest and member communications, recommends and books resort services, coordinates requests across departments, and ensures that information and itineraries are accurate and individualized. The position also supports front-office check-in and check-out, handles guest complaints, and helps maintain service standards. It includes assisting with the training and development of other experience-center and destination-specialist agents.

Requirements

High school diploma or equivalent required.
Ability to speak and write in English.
Demonstrated customer focus and reliability.
Ability to maintain a well-groomed presentation.
Ability to use multiple applications and systems to plan stays, enter data, and consolidate information into complete itineraries.
Ability to establish and maintain constructive working relationships.
Ability to assist with overseeing and managing the development and training of other agents.
Physical ability to lift up to 50 pounds, with frequent lifting and carrying of objects weighing up to 25 pounds.
Ability to walk or stand to a significant degree and to reach, handle, feel, talk, hear, and see.

Nice To Haves

Four-year college degree, preferably with an emphasis in foreign languages.
Previous work experience in fast-paced operations and/or inbound telemarketing sales.
Previous work experience in a luxury environment.
High proficiency with computer software, programs, apps, and websites.

Responsibilities

Answer inbound calls with a warm, sincere greeting and respond promptly to all forms of guest and member communication.
Maintain complete knowledge of hotel features and services, operating hours, restaurant concepts, dress codes and ambiance, and room types, amenities, and locations.
Anticipate guest and member needs and generate interest in resort services with little input from others.
Create customized itineraries for guestroom reservations, dining, spa, golf, tennis, activities, airport transfers, special events, excursions, and other offerings.
Ensure information provided to guests is accurate and individualized.
Multitask in a fast-paced environment while switching among calls, email, text messages, and booking programs.
Facilitate guest service requests in accordance with Forbes Five Star Guest Service Request standards.
Build and maintain relationships with guests, members, and team members to understand and serve their needs effectively.
Handle guest complaints and disputes.
Ensure team members follow service standards, use proper phone etiquette, and provide accurate and consistent resort information.
Assist the front office with check-in and check-out, including confirming stay dates, taking payment, assigning or reassigning rooms, coding electronic keys, orienting guests to their rooms, providing welcome packets, and introducing the bell person when available.
Encourage reservations and upselling of guestrooms, dining, spa, golf, cabanas, and related activities.
Represent the Guest Experience team to other resort departments and coordinate follow-through using established communication protocols.
Help develop team members and manage training for new hires and ongoing training for experienced agents.