Front Desk Agent (PBX Agent - Seasonal) - Soho Beach House Miami

Soho House•Miami Beach, FL

23h•Onsite

About The Position

At Soho House, the Front Desk Agent assists with checking members into the property and hotel guests into their rooms, as well as streamlining various inquiries, risks, and other matters that arise. The Front Desk Agent is responsible for receiving payments and balancing cash at the end of a shift. As a Front Desk Agent, you will be well-versed with the property layout, briefed on special offers (when applicable), restaurant/F&B options, and other amenities, but not limited to the gym, spa, and shared workspace. A successful Front Desk Agent is hospitable by nature, pro-active, a capable multi-tasker, as well as level-headed and professional in demanding and fast-paced environments.

Requirements

At least 1 year of similar role or customer service / facing role.
Must be okay with multi-tasking, answering high-volume phone lines, and answering inquiries professionally (face to face), timely, and to the best of your abilities.
Quick learner or have OpenTable, Salesforce, Google Sheets and/or Opera.
Problem-solving skills and ability to bring conflict resolution to any anticipated or current matter.
Detail-oriented, articulate, and ability to multi-task in a high-volume and demanding work environment.
Strong communication skills and ability to understand and follow written and verbal instructions.
Flexible schedule and ability to work nights, weekends, and holidays (as needed).

Responsibilities

Primary point of initial contact for members, guests, and staff, ensuring all visitors are welcomed and provided with top-notch service from the moment they enter a Soho House & Co property.
Expert in performing all concierge duties, including but not limited to; booking cars, tickets to shows, restaurant reservations, and spa reservations.
Answer incoming emails, calls, and inquiries via various digital portals members and guests have access to, as well as printing/scanning documents for members and guests staying in rooms (hotel).
Responsible for knowing any updates regarding hours of operation, reservation restrictions, and matters that will result in a change of workflow by communicating with all departments daily.
Handle all accounting-related inquiries (i.e., sending folios, fielding disputes, billing, receipts, refund requests), as well as walkout retrievals, and keep all lost credit cards in safe.
Comfortable discussing Soho House amenities, room types, room descriptions, rates, and availability, as well as suggesting room preferences that increase revenue stream and elevate guest experience.
Delegate support for members and guests to valet and luggage storage to the bell attendant and/or butler.
Team player with general phone etiquette and participate in Daily Shift briefings.