Guest Experience Overnight Agent

Boca Raton, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $20.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Training and Development

Paid holidays

Job Description

The role of the Luxury Room and Amenity Reservations Specialist is a critical position within the Guest Experience team. This individual will serve as the primary point of contact for guests and members seeking elevated luxury accommodations and amenities. Responsibilities include managing room reservations with precise attention to guest preferences and resort offerings, as well as coordinating a variety of resort services such as dining, spa appointments, golf, tennis, pool and beach amenities, special events, and excursions. The specialist will create and provide personalized itineraries tailored to the individual wants and needs of guests, demonstrating expert knowledge of resort services and local attractions. The ideal candidate will excel in interpersonal and communication skills, both verbal and written, showcasing a warm, friendly, and outgoing demeanor. They must be adept at multitasking in a high-paced environment, using various software applications to facilitate smooth booking experiences and prompt resolution of service requests. The role involves building strong relationships with guests and members, anticipating their needs proactively, and ensuring every interaction contributes to a memorable luxury stay. The position reports to the Director of Guest Experience and collaborates closely with Revenue and Front Desk managers. This job offers an exciting opportunity for candidates passionate about luxury hospitality and dedicated to delivering five-star service that meets and exceeds guest expectations.

Job Requirements

High school diploma or equivalent
four-year college degree preferred with emphasis on foreign languages
previous experience in high-paced operations or telemarketing inbound sales preferred
previous experience in a luxury environment preferred
high proficiency in computer software such as programs, applications, and websites preferred
ability to speak and write in English
demonstrate intensive customer focus and reliability
maintain well-groomed presentation
ability to lift up to 50 lbs with frequent lifting of objects up to 25 lbs
capability to walk or stand for prolonged periods
ability to perform physical actions including reaching, handling, feeling, talking, hearing, and seeing

Job Qualifications

Selling or influencing others to reserve guestrooms, dining, spa, golf, cabanas, and related activities
using multiple software applications and systems to assist guests with planning and booking
communicating with team members across departments using email, telephone, radio, and other messaging applications
establishing and maintaining constructive and cooperative interpersonal relationships
helping develop and manage team members with ongoing training
high school diploma or equivalent
previous experience in high-paced operations or telemarketing inbound sales preferred
experience in luxury hospitality preferred
proficiency with computer programs, applications, and websites
strong command of English in both written and spoken form
excellent customer focus and reliability with a professional appearance

Job Duties

Politely answer inbound calls with a warm and sincere greeting
respond promptly to all forms of communication from guests and members
maintain complete knowledge of all hotel features and services including hours of operation
be well-versed in all hotel restaurant food concepts, dress codes, and ambiance
understand all hotel room types, numbers, names, amenities, and locations
generate guest interest in resort services by anticipating needs and expectations
initiate customized guest itineraries for reservations and amenities including dining, spa, golf, tennis, activities, airport transfers, special events, and excursions
ensure all information provided to guests is accurate and individualized
multitask effectively in a high-paced environment handling calls, emails, texts, and bookings simultaneously
facilitate all guest service requests following Forbes Five Star standards
build strong relationships with guests, members, and team members to meet their needs effectively
handle guest complaints and disputes professionally
ensure all team members adhere to service and phone etiquette standards
assist front office with guest check-in and check-out processes including confirming stay dates, taking payment, assigning rooms, coding electronic keys, and introducing bell staff when available