Delano Service Agent

Company DescriptionWe are looking forDelano Service Agent - PBXto join the re-opening of the famedDelano Miami Beach.Set to open its doors in early 2026 Delano Miami Beach will fuse historic charm with contemporary luxury reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts the hotel will preserve its iconic walk-in pool and in addition unveil a new pool on an amenity deck offering breathtaking views of the ocean. Delano Miami Beach will act as the brands flagship location re-establishing Delano as a trailblazer in luxury lifestyle hospitality. Ennismore in partnership with Cain International the owners of Delano Miami Beach as well as partner in the Delano brand are currently undertaking a significant renovation and redevelopment of the iconic Delano hotel.Job DescriptionJOB OVERVIEWUnder the general guidance of the Delano Service Agent - PBX - provides telephone customer service support for all calls received while maintaining the core experience guidelines at the property. PBX Agent is responsible for assisting both guest and internal calls ensuring all requests are noted and reported on a timely manner.YOUR KEY RESPONSIBILITIESAnswer all guest inquires while maintaining current knowledgefamiliarity with all hotel services features and local attractions.Ensures all call transfers are appropriately routed to the requested destinations.Ensures 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 PMSInput 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 companys 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 welcomeEffectively 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.We recognize we are in the hospitality industry and that may require us to provide lateral service.We will on occasion call for each individual on the team to perform various related tasks as needed in the spirit of providing exceptional guest service.QualificationsSPECIFIC JOB KNOWLEDGE & SKILLSHigh School Diploma or equivalent.At least one year of experience in a customer service role preferably in a upscale or lifestyle brand hotelMust have an exceptional personality driven attitude.An intermediate understanding of Computer systems such as Opera Cloud Nuvola Microsoft Word Excel and Outlook is preferred.Enter and locate work related information using computers andor point of sale systemsAbility to spend extended lengths of time viewing a computer screen.Possess a gracious friendly and fun demeanor.Ability to multitask work in a fast-paced environment and have a high-level attention to detailMaintain positive and productive working relationships with other team members and departmentsAbility to work independently and to partner with others to promote an environment of teamworkMust be able to stand or walk a minimum eight-hour shiftMust be able to twist tow push or pull reach bend climb and carry objects as necessaryMust have excellent communication skills and be able to read write speak and understand EnglishMust be able to work inside and outside at all times of the year as needed based upon business volumesAdditional InformationAll your information will be kept confidential according to EEO guidelines.