At Your Service Agent

Tb Isle Resort Lp; Town of Florida (NY); On-site; USD 30,000 - 42,000; Full time

Job summary

JW Marriott Turnberry Miami Resort & Spa is seeking a professional front desk/guest services associate with a background in luxury hotels. The role involves answering multiple phone lines, transferring calls, and providing information to callers while logs and requests are accurately tracked.

Candidates should have 1-2 years luxury hotel experience, strong guest service skills, excellent listening abilities, and proficiency with Microsoft Office and Opera/GXP.

Qualifications

• Professional demeanor appropriate for a luxury environment.
• 2+ years luxury hotel experience or equivalent preferred.
• Outstanding guest services skills.
• Ability to handle multiple tasks in a fast-paced setting.
• Excellent listening and problem-solving abilities.

Responsibilities

• Answer multiple incoming telephone lines.
• Transfer calls to correct extensions and provide information to callers.
• Log and track service and maintenance requests.
• Handle guest concerns or complaints by phone.
• Perform personalized wake-up calls and maintain records with high accuracy.
• Coordinate arrangements during guest stays and follow up on issues.

Skills

Guest services

Multitasking

Phone etiquette

Typing

MS Office

Opera PMS

Switchboard

Education

High school diploma

2-year college degree preferred

Tools

Excel

Word

Outlook

GXP/Guest Experience Platform

Opera

Job description

Job Details: Job Location: JW Marriott Turnberry Miami Resort & Spa - Aventura, FL, Salary Range: Undisclosed, 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.

Qualifications: