Guest Experience Agent

Faena-Hotels-and-Residences-LL; Miami Beach (FL); On-site; USD 22,000 - 33,000; Full time

Job summary

FAENA Guest Experience Agent role located at the Miami Beach property requires delivering high-touch service to discerning guests. You will collaborate with multiple departments and front office teams to orchestrate memorable experiences and smooth guest journeys.

The position emphasizes attention to guest needs, effective communication, and proficient use of standard office software in a fast-paced luxury setting.

Qualifications

• Customer service experience in a hospitality setting preferred.
• Strong communication in verbal and written form.
• Ability to read and write in English; additional language skills beneficial.

Responsibilities

• Maintain knowledge of departmental policies and service standards.
• Assist guests with registration, check-in/check-out, and special requests.
• Resolve guest complaints and ensure satisfaction.
• Monitor cleanliness and organization of work areas.
• Use basic computer applications to create documents and manage guest information.

Skills

Customer service

Communication

Bilingual support

Job description

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

The Guest Experience Agent represents the hotel throughout all stages of the guest’s stay, curating monumental memories for discerning travelers with an astute taste for luxury. Collaborating seamlessly with all departments and working in cohesion with the Front Office, this position is responsible to exquisite orchestration of guest experience.

DUTIES AND RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:
  • All Resort guests.
  • Scheduled daily activities.
  • In-house groups.
  • Resort extension numbers.
  • Beeper number/radios carried by resort personnel.
  • All special requests (DND, screen calls, NRG, etc.)
  • Hours of operation of each outlet.
  • Features and services provided by the resort.
• Responsible for immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.)
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Responsible for immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc).
• Application of advanced computer literacy to create and merge form documents, create mailing lists and labels as well as the utilization of various software packages, including Account Management software, Microsoft Word, Lotus, and Excel.
• Operation of numerous business machines to include Facsimile, 10-Key calculator, and various copiers and printers.
• Provide additional administrative assistance as directed.