Delano Service Agent

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.