Discovery Center GEMS Agent

Summary

The ideal candidate is is a very dynamic role within the organization. It is a highly visible role that is actively seeking guest and member engagement with a geographic scope that covers the entire resort.

The basic assignment is to be visible to guests and members, responding to inquiries, providing services, and resolving conflicts. You will be a source of resort and local South Florida information being able to respond to inquiries and to make recommendations for dining, theatre, museums, concerts, special events, etc.

Specialty assignments will be made on an ongoing basis to assist other departments in executing their responsibilities.

You must have the ability to multitask in a high pace environment switching between conversations, calls, emails and booking through a variety of programs.

Facilitate all guest and member service requests following the Forbes Five Star Guest Service Request Standards.

You must be flexible with your schedule and be willing to work in a variety of environments, doing a variety of tasks.

Essential Functions

Job duties include, although are not limited to:

• Interact with multiple systems - Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
• Proficient typing skills, phone answering and in-person communication.
• Communicate with associates outside of the department - Representing the Guest Experience (GEMS) team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
• Establish and Maintain Interpersonal Relationships - Developing constructive and cooperative working relationships with others and maintaining them over time.
• Develop a comprehensive knowledge of the resort and South Florida in general to support a richer guest experience.

Internal Relationships

Reports to Director of Guest Relations

External Relationships

Has regular contact with Guest & Members

Qualifications

• High school diploma or equivalent (associate or bachelor's degree preferred).
• 2+ years of front desk or customer service experience; prior supervisory experience is a plus.
• Proficient in hotel management systems (e.g., OPERA, PMS).
• Strong communication and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Excellent organizational and multitasking abilities.
• Flexible availability, including weekends, holidays, and night shifts if required.

Education/Experience Requirements

• High School diploma or equivalent, required
• 4-year degree, preferred
• Previous work experience in high paced environments
• Previous work in a luxury environment, preferred
• High proficiency in computer software such as computer programs, apps and websites, preferred
• The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.