PBX Agent

Wave Hotel Ambassador

You will be a key ambassador of the Wave Hotel experience, serving as the first point of contact for guests. In this role, you will provide intuitive and seamless service by managing all incoming calls, directing inquiries efficiently, and supporting guests with food and beverage offerings, spa information, and insights into our surrounding area. You will confidently handle guest requests, ensure clear and accurate communication across departments, and deliver personalized recommendations that reflect our distinctive lifestyle-driven brand. Your genuine enthusiasm, attention to detail, and strong knowledge of the property will help create exceptional experiences from the very first interaction.

Essential Functions:

• Professionally and warmly answer all incoming calls with enthusiasm and efficiency, in accordance with our service parameters and performance metrics, delivering exceptional service and creating positive, memorable experiences for guests and associates alike.
• Responding to guest inquiries via the hotel's text communication platform to ensure timely, personalized service across all channels.
• All tasks and guest interactions must be performed in alignment with Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service that reflects the brand's commitment to excellence.
• Collaborate with various departments related to guest inquiries from Housekeeping, Food & Beverage outlets, Welcome Desk and Guest Relations
• Remain well-informed about the pool and recreation areas, including hours of operation, upcoming events, and current cabana or daybed offerings, to proactively assist guests, enhance their experience, and support upselling opportunities
• Engage guests to understand their dining preferences and assist with making reservations at the hotel's restaurant outlets, ensuring a personalized and memorable culinary experience. Upsell premium dining options, special events, or enhancements when applicable.
• Knowledge of all Food and Beverage outlets, hours, menu offerings and special events
• Answer guest inquiries about hotel services, facilities, and hours of operation. Knowledge about surrounding areas.
• Have knowledge of all guest room layouts, bed types, décor, room types the hotel offers.
• Maintain accurate files and reports; must be well-organized and able to effectively monitor and manage the department inbox to ensure timely responses and follow-ups.
• Handle all related reservations inquiries, including V.I.P assignments, guest preferences, packages, folios inquiries, room assignments
• Performance will be evaluated based on call quality (LQA/Forbes), well-rounded knowledge of the hotel amenities, and the ability to efficiently manage dining reservations
• Participate in team meetings and contribute insights on trends, guest feedback, and opportunities to optimize revenue and enhance the guest experience.
• Send confirmations itinerary when needed on the appropriate platform
• Manage post-stay guest inquiries, including billing questions, lost and found requests, and folio assistance
• Handle pre-arrival requests, coordinate with housekeeping, review back-to-back reservations, and process same-day departures to support last-minute bookings
• Anticipate guest needs and take proactive initiative to resolve concerns, turning challenges into opportunities to build loyalty; communicate effectively with relevant departments to ensure seamless service and uncover moments to discover and delight.
• Multi-task efficiently in a fast-paced environment while ensuring accuracy, attention to detail, and proper grammar in all guest communications and documentation.
• Serve as the primary point of contact by professionally answering and managing incoming internal and external calls, demonstrating strong verbal communication skills and ensuring clear, courteous, and effective interactions with guests and team members.
• Proactively identify guest preferences and recommend personalized spa experiences that enhance the overall stay and drive revenue.
• Ensure all spa-related communications are handled in a professional and service-oriented manner consistent with Forbes and LQA standards.
• Demonstrates in-depth knowledge of the Lake Nona area and nearby attractions
• Knowledgeable on spa hours of operations, policies and cancellation terms.
• Be well-versed in the spa reservation system to accurately create, modify, and cancel appointments while ensuring availability aligns with treatment timing and therapist scheduling.
• Maintain in-depth knowledge of all spa treatments, services, room and spa package offerings, and seasonal promotions to confidently guide guest inquiries and support upselling opportunities.

Qualifications

Qualifications:

• Previous experience passionately providing service to others. Excellent phone skills are needed.
• The best part of serving others is creating experiences for them that go beyond the expected.
• Providing amazing experiences requires the ability to communicate fluently in English both verbally and through legible writing
• Must be available to work a flexible schedule based on operational needs, including AM/PM shifts, weekends, and holidays.
• High School Diploma: Hospitality Management or Business major
• Strong Customer Service and Sales Experience
• Excellent written and verbal communication skills
• Able to multitask handling incoming calls via phone, text message, emails, providing information.

Desirable/Would Like:

• Previous Hotel Front Office/Call Center/Food & Beverage Experience in a luxury environment
• Bilingual in both English and Spanish; Additional Language is a plus
• Proficient in Microsoft Office and various hotel management systems
• Knowledge on Forbes, LQA, AAA Standards
• Prior experience with SynXis application, HMS, OpenTable Preferred
• Demonstrable problem solving and critical thinking skills
• Sales Techniques

Working Environment/Physical Demands:

• While performing the duties of this job, the team member is regularly required to walk, stand, and sit 6-8 hours per day and may have exposure to basic office supply chemicals.
• Additionally, they will frequently be asked to use their hands and arms to reach, carry, pull, and lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.
• While performing the duties of this job, the team member will experience temperature fluctuations (rain, wind, heat, humidity), and moderate to high noise levels.