At Your Service Agent

Tb Isle Resort Lp; Florida; On-site; USD 21,000 - 28,000; Full time

Job summary

JW Marriott Turnberry Miami Resort & Spa in Aventura, FL is seeking a professional Front Desk/Guest Services Associate to join our luxury hotel team. The role requires delivering outstanding guest services, handling multiple phone lines, and coordinating guest requests with care and efficiency.

You will work in a fast-paced environment, maintain accurate records, and use software such as Word, Excel, Opera, and Outlook to support daily operations.

Qualifications

• High school diploma required; 2-year college degree preferred.
• 1–2 years luxury hotel experience or equivalent.
• Professional demeanor suitable for a luxury environment.

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain information and transfer calls to correct extensions.
• Provide information to callers as appropriate.
• Log and track internal and external service and maintenance requests.
• Handle guest concerns or complaints over the phone.
• Complete personalized wake up calls for guests.
• Maintain superior phone etiquette and accurate record keeping.
• Ensure guest issues are resolved promptly per hotel standards.
• Coordinate special arrangements during guest stay and future visits.
• Perform other duties as required by management.

Skills

Guest services

Multitasking

Listening skills

Typing

Phone etiquette

Switchboard

English proficiency

Problem solving

Deadlines

Flexibility

Education

High school diploma

2-year college degree preferred

Tools

Excel

Word

Opera PMS

Outlook

GXP

Job description

Job Details: Job Location: JW Marriott Turnberry Miami Resort & Spa - Aventura, FL 33180, Job Category: Hospitality - Hotel, Scope of position

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1-2 years of luxury hotel experience required or equivalent.
• Outstanding guest services skills.
• Handle a multitude of tasks in an intense, ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Typing skills essential.
• Proficient in Excel, Word, Opera, Outlook, or Guest Experience Platform (GXP).
• Able to operate multi-line switchboard efficiently.

Responsibilities

• Answer multiple incoming telephone lines.
• Obtain necessary information and transfers call to correct extensions.
• Provide information to callers as appropriate.
• Log and properly track internal and external service and corrective maintenance requests.
• Handle guest concerns or complaints over the phone.
• Complete personalized wake up calls for guests.
• Possess superior phone etiquette, record keeping and follow-up skills.
• Ensure guest issues and complaints receive prompt action and follow-up in accordance with hotel standards.
• Handle special arrangements during guest stay and coordinate future visits.
• Perform any other duties as required by management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including PM shifts, holidays, and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.