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    Overnight Front Desk/At Your Service Agent - Aventura, United States - TB ISLE RESORT LP

    TB ISLE RESORT LP
    TB ISLE RESORT LP Aventura, United States

    1 week ago

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    Description
    Job Details

    Job Location
    JW Marriott Turnberry Miami Resort & Spa - Aventura, FL

    Description

    Scope of Position

    The Front Desk/At Your Service Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest of the resort, answering calls made to hotel and directing them appropriately to hotel extensions or guestrooms eliminating the call around process for the guest. He/she will process all payments according to established resort requirements and provide information to guests, as well as inquiries in person or via telephone. The Front Desk/At Your Service Agent will clearly communicate with guests regarding hotel information, events, and emergencies.

    Position Requirements
    • Professional demeanor appropriate for a luxury environment.
    • Minimum one (1) year experience in a hotel or Resort Front Desk position.
    • Outstanding guest service skills.
    • Able to handle a multitude of tasks in an ever-changing environment.
    • Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.
    • Proficient in Excel, Word, Opera, Outlook, and/or Guest Experience Platform (GXP).
    • Able to operate multi-line switchboard efficiently.
    Responsibilities
    • Approach all encounters with guests, employees, and members in a professional and personalized manner.
    • Responsible for providing prompt yet personal service at times of check-in & check-out.
    • Assist management in applying credit and guest billing policies.
    • Resolve all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
    • Ensure department compliance with the JW Marriott Miami Turnberry Resort & Spa policies, procedures, and programs.
    • Always maintain a professional and high-quality service-oriented environment.
    • Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with JW Marriott Miami Turnberry Resort & Spa standards.
    • Answer multiple incoming telephone lines.
    • Complete personalized wake up calls for guests.
    • Possess superior phone etiquette, record keeping and follow-up skills.
    • Understand and communicate promotions and enhancements effectively with Associates and guests.
    • Offer to handle special arrangements during guest stays; coordinate future visits.
    • Actively participate in training and continuing education related to the Front Desk.
    • Complete projects in a timely manner as required by the Night Manager and Supervisors.
    • Perform any other reasonable duties as required by management.
    Education
    • High school diploma or GED or degree in Hospitality related major.
    Skills and Abilities
    • Able to communicate in the English language. Second language is a plus.
    • Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
    • Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
    Physical Requirements
    • Must be able to work in a fast-paced environment.
    • Must be physically fit to lift, pull, and push items up to 50 pounds.
    • Use the telephone and computer keyboard daily.
    • Requires standing/walking/reaching and bending throughout shift.
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