Pre-Arrival Agent, Executive Office

The Boca Raton•Boca Raton, FL

About The Position

The Pre-Arrival Agent helps ensure guests have a seamless, personalized five-star experience by preparing for their stay before arrival. The role gathers and records guest preferences and special requests, confirms reservation details, creates itineraries, and coordinates arrangements such as transportation, spa treatments, dining, and personalized amenities. The agent communicates with guests by email and phone, answers questions, offers upgrades and other services, and resolves issues before they affect the stay. The agent works with departments across the resort to ensure guest needs are understood and preparations are completed. They use the property management system and other tools to document and track requests, while following the hotel's luxury service standards and maintaining discretion and cultural sensitivity. The position reports to the VIP/Pre-arrival Manager and the Deputy Chief of Staff as part of the Executive Office of the President.

Requirements

High school graduate or equivalent.
Minimum of 1–3 years of progressive experience in a luxury hotel or resort.
Exceptional verbal and written communication skills.
Excellent customer service skills, including attention to detail, empathy, active listening, and the ability to anticipate guest needs.
Proficiency with a property management system and systems used to book experiences and create itineraries.
Proficiency with email platforms and guest communication tools such as Kipsu.
Sales and upselling skills.
Strong organization, time management, prioritization, multitasking, and coordination skills.
Problem-solving ability to handle unexpected guest situations and requests.
Cultural sensitivity, discretion, and respect for confidentiality.
Knowledge of hotel services and amenities, local dining options, and activities.
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

Associate or bachelor's degree in hospitality management, business administration, or a related field.
Master’s degree or specialized certifications, such as CHA or CMP.

Responsibilities

Collect and accurately record guest preferences, personal details, and special requests in the hotel system.
Personalize guest stays by arranging amenities and services based on preferences and prior stays.
Confirm reservation details, including dates, room type, and special requests, and create guest itineraries.
Verify and coordinate requested arrangements, such as transportation, spa treatments, and dining experiences.
Contact guests by email or phone to confirm details, share useful information, and offer upgrades or additional services.
Coordinate with hotel departments to ensure guest preparations and requests are completed before arrival.
Anticipate and arrange for guests’ needs, including mobility, medical, and family-related requirements.
Respond to pre-arrival questions about hotel services, directions, and local attractions.
Resolve booking errors, concerns, and other issues before guests arrive.
Follow hotel service standards and document and share requests across departments, including adding notes in the property management system.
Perform other reasonable duties as required by management.