Guest Experience Agent

FAENA; Miami Beach (FL); On-site; USD 40,000 - 56,000; Full time

Job summary

The FAENA hotel group is seeking a Guest Experience Agent to elevate stays for discerning guests in a luxury Miami Beach setting. You will coordinate with Front Office and departments to curate memorable experiences in line with the FAENA standard.

Responsibilities include resolving guest requests, maintaining high standards of cleanliness and service, and effectively communicating with guests and team members using fluent English.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong customer service orientation in a luxury hospitality setting.
• Proficiency with basic administrative tasks and office software.

Responsibilities

• Maintain knowledge of departmental policies, procedures, and standards.
• Resolve guest complaints to ensure satisfaction.
• Assist guests in lobby and reception with registrations, requests or itineraries.
• Maintain cleanliness and organization of assigned work areas.
• Apply advanced computer literacy to create forms, mailing lists, and labels.
• Operate office equipment (facsimile, 10-key, copiers, printers).
• Provide additional administrative assistance as directed.

Skills

Communication skills

Customer service

Administrative support

Tools

Account Management software

Microsoft Word

Lotus Notes

Excel

Job description

THE FAENA CULTURE

THE

THE FAENA CULTURE

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.