We are looking for Delano Service Agent - PBX to join the re-opening of the famed Delano 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 brand's 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 OVERVIEW:
Under the general guidance of the F&B Reservations Manager, the F&B Reservations Agent manages daily reservations and guest communications across all F&B outlets, ensuring a seamless, personalized, and luxury guest experience.
YOUR KEY RESPONSIBILITIES:
- Manage daily reservations, calls, emails, and online inquiries with accuracy and professionalism.
- Utilize SevenRooms and other reservation platforms used by the property.
- Handle VIP reservations, special requests, celebrations, large parties, and guest preferences.
- Maintain accurate guest profiles, reservation notes, allergies, and special requests.
- Monitor availability, waitlists, cancellations, and reservation changes.
- Coordinate with restaurant, host, and culinary teams regarding reservations, VIPs, events, and outlet availability.
- Follow reservation, deposit, cancellation, payment, and no-show policies.
- Support daily reservation briefings and communicate VIP arrivals and important guest information.
- Assist with service recovery and resolve reservation-related concerns professionally.
- Maintain high standards of luxury hospitality, communication, and guest service.
- 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 in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
ADDITIONAL RESPONSIBILITIES:
- Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
- Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
- Remain calm and alert, especially during emergency situations.
- Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
SPECIFIC JOB KNOWLEDGE & SKILLS:
- High school diploma or equivalent education required; Bachelor''s degree preferred
- Previous hospitality, reservations, or guest service experience preferred.
- Experience with SevenRooms or similar reservation systems preferred.
- Excellent organization, attention to detail, and ability to multitask.
- Professional, positive, and guest-focused attitude.
- Additional language ability preferred.
- Strong verbal and written communication skills in English
- Must be able to stand or walk a minimum eight-hour shift.
- Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
- Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
- Ability to push 20lbs+ consistently.
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
- Additional language ability preferred.
- All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.
All your information will be kept confidential according to EEO guidelines.