Delano Service Agent - PBX to join the re-opening of the famed Delano Miami Beach. Provides telephone customer service support for all calls received while maintaining the core experience guidelines at the property.
Requirements
- Answer all guest inquires while maintaining current knowledge/familiarity with all hotel services, features and local attractions.
- Ensure all call transfers are appropriately routed to the requested destinations.
- Ensure that call productivity is meeting the service guidelines set for the department and company.
- Effectively inputs guest, room and pertinent information accurately into the Hotel PMS
- Input maintenance tickets into Nuvola, ensuring guest issues are addressed on a timely manner, following up any request to guarantee guest satisfaction.
- Input guest services request into Nuvola, ensuring guest issues are addressed on a timely manner, following up any request to guarantee guest satisfaction.
- Ensure full compliance with the company’s Finance Standard Operating Procedures (SOPs) and update practices as needed to reflect policy changes or audit recommendations.
- Answers the phone in a positive, friendly manner and making the guest feel welcome
- Effectively communicate with Management and relevant team members in order to fulfill and address any issues or needs requested by guests and or other employees.
- Maintain complete knowledge of and comply with all departmental policies, procedures and standards.
- Resolve guest complaints, ensuring guest satisfaction.
- Ensure accuracy of guest name and room number of each guest request.
- Ensure timely set up and follow up of all wake up calls.
- Attend mandatory meetings including divisional meetings, staff meetings and daily handovers.
- Keep work area clean and organized.
- Ensure confidential documents or information are kept in a secure area.
