Guest Experience Concierge

Biltmore Hotel; Coral Gables, Northern (FL, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

The Biltmore Hotel in Coral Gables seeks a Guest Services Agent to provide information to callers and act as liaison for guests and operations, greeting guests with enthusiasm while upholding the Biltmore standards. The role requires adherence to policies and SOPs and the ability to manage guest inquiries with professionalism.

The position emphasizes strong communication, multitasking, and teamwork as you handle reservations, wake-up calls, and requests using Megasys and HotSOS to ensure a

Qualifications

• Must have strong English communication skills (speaking, reading, writing).
• Experience in guest services or PBX is preferred.
• Ability to follow policies and SOPs and protect guest confidentiality.

Responsibilities

• Answer internal calls for guests and external calls.
• Transfer calls to requested department.
• Take guest requests for restaurant reservations and make reservations.
• Print reports every 3 hours from Megasys.
• Provide wake-up calls for guests.
• Use HotSOS for guest and department requests/orders.
• Understand hotel outlets and amenities.
• Work as a team with other departments.

Skills

English proficiency

Customer service

Multitasking

Teamwork

Attention to detail

Calm under pressure

Education

High School Diploma

Tools

Megasys

HotSOS

Job description

The Biltmore Hotel in Coral Gables seeks a Guest Services Agent to provide information to callers and act as liaison for guests and operations, greeting guests with enthusiasm while upholding the Biltmore standards. The role requires adherence to policies and SOPs and the ability to manage guest inquiries with professionalism.

The position emphasizes strong communication, multitasking, and teamwork as you handle reservations, wake-up calls, and requests using Megasys and HotSOS to ensure a