Pre-Arrival Agent, Executive Office

The Boca Raton•Boca Raton, FL

2d•Onsite

About The Position

Ensure that all preparations are made for a guest's stay before they even arrive, creating a seamless and exceptional 5-Star experience right from the moment they book. The role revolves around anticipating guest needs, providing personalized service, and ensuring that every detail is in place for the guest’s arrival. The pre-arrival agent plays a critical role in shaping the guest's overall experience.

Requirements

Exceptional Communication (verbal and written)
Excellent Customer Service (attention to detail, understanding and anticipating guests’ needs, empathy, and active listening)
System Proficiency: Property management system (PMS), email platforms, and communication tools like Kipsu.
Sales and Upselling Skills
Organizational and Time Management skills (multitasking, prioritizing, coordinating)
Problem Solving skills
Cultural Sensitivity and Discretion
Knowledge of Hotel Services and Local Attractions
High school graduate or equivalent required.
Minimum of 1-3 years of progressive experience in a luxury hotel or resort.
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs.
Requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

Nice To Haves

Associate or bachelor's degree in hospitality management, Business Administration, or related field.
Master’s degree or specialized certifications (e.g., CHA, CMP) is preferred.

Responsibilities

Gathering and Updating Information: Collect essential details about guests, such as preferences (e.g., room type, bed configuration, amenities) and any special requests (e.g., dietary restrictions, anniversary or birthday celebrations). Ensure that this information is recorded accurately in the hotel’s system.
Tailoring the Experience: Personalize the guest's stay by preparing special amenities, arranging personalized services, and ensuring that all preferences are considered in the planning (e.g., pillow preferences, room temperature).
Reservation Confirmation: Confirm the guest’s reservation, ensuring that everything is correct, including dates, room type, and any special requests made at the time of booking, and create an itinerary for the guest.
Special Arrangements: Verify and coordinate any special arrangements requested by the guest, such as transportation (airport transfers), spa treatments, or dining experiences.
Pre-Arrival Communication: Reach out to guests via email or phone to confirm details, offer upgrades, and provide important information (e.g., check-in times, hotel amenities, available services, and any special offers).
Liaising with Other Departments: Work closely with various hotel departments (housekeeping, front desk, concierge, food & beverage, etc.) to ensure all preparations are made ahead of time and that the guest’s needs will be met as expected.
Upselling and Enhancing the Experience: Communicate upselling opportunities to guests, such as offering room upgrades or additional amenities.
Anticipating Guest Preferences: Analyze guest's previous stays (if applicable) and preferences to anticipate needs. Ensure requested items are ready upon arrival.
Addressing Special Needs: Ensure all arrangements are made to accommodate specific guest needs (e.g., mobility challenges, medical requirements, special requests for children) before the guest arrives.
Answering Questions: Respond to any inquiries or requests from guests prior to arrival, whether about hotel services, directions, or the local area.
Pre-Arrival Problem Solving: Resolve any issues or concerns that arise before the guest’s stay, such as booking errors, special requests, or specific needs, to prevent any disruptions during the stay.
Adherence to Hotel Standards: Ensure that the pre-arrival process follows the hotel's established service standards for excellence (Forbes 5-Star), luxury, and attention to detail.
Documenting and Tracking Requests: Ensure that all details and requests are accurately documented and shared across departments for smooth execution (adding notes on PMS).
Perform other reasonable duties as required by management.