Guest Services Agent

Location:Miami Beach, FL
Salary Range:$12/hr.
Exempt/Non-Exempt:Non-Exempt
Employment Type:Full Time
Description:Assist guests internally and externally by handling all guest and delivery related associate calls. Guest Service Agents will provide information, take orders, and dispatch services on behalf of the guests.
Duties:• Answer and direct incoming telephone calls from inside and outside the hotel
• Perform Front Office Agents duties and PMS functions (guest folio review, rebates, postings, etc.)
• Identify and respond to guest requests and needs
• Use internal hotel tracking software to track guest’s requests
• Dispatch hotel staff via two-way radio/telephone
• Provide information to Guests regarding the hotel services and facilities
• Perform Wake-up call service
• Take Room Service Orders and apply up sell techniques
• Track room service tray pick-ups
• Ensure that all directories and address books are up to date
• Perform emergency response procedures
• Respond to and satisfy guest requests and complaints
• Maintain accurate records of all guest request items
• Sell Hotel amenities and services to guests
• Perform a variety of duties, often changing from one task to another without loss of efficiency or composure
• Assist guests internally and externally by handling all guest and delivery related associate calls

Other Functions:
• Performs other duties as assigned
Qualifications:• Must have 1 year experience in the Hospitality Industry
• Previous call center/customer service experience preferred
• Bi-lingual (English/Spanish) preferred


Knowledge, skills and abilities:

• Knowledge of computer programs/applications, i.e., Word, Excel, PowerPoint, POS
• Must have warm and engaging manner with Guests, but never overly familiar
• Must possess superb verbal skills. Must use precise diction and use proper grammar. Writing and penmanship must be legible
• Must have ability to prioritize assignments; must be able to multi-task effectively
• Must have ability to sell Hotel services and amenities
• Must have ability to use reference materials
• Must be able to act in the Guest’s best interests while remaining accountable to Hotel policies and standards
• Must be able to work in a team atmosphere
• Must have genuine desire to assist
• Must be able to sit for extended period of time

Working Conditions:
• Work is performed in an office environment and requires evening, weekend hours and holidays


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