Delano Service Agent

Company Description

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 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, are currently undertaking a significant renovation and redevelopment of the iconic Delano hotel.

Under the general guidance of the Delano Service Agent – PBX, the role provides telephone customer service support for all calls received while maintaining the core experience guidelines at the property. The PBX Agent is responsible for assisting both guest and internal calls, ensuring all requests are noted and reported on a timely manner.

• Answer all guest inquiries while maintaining current knowledge/familiarity with all hotel services, features and local attractions.
• Ensure all call transfers are appropriately routed to the requested destinations.
• Ensure that call productivity meets the service guidelines set for the department and company.
• Effectively input guest, room and pertinent information accurately into the Hotel PMS.
• Input 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 company’s Finance Standard Operating Procedures (SOPs) and update practices as needed to reflect policy changes or audit recommendations.
• Answer the phone in a positive, friendly manner and make the guest feel welcome.
• Effectively communicate with Management and relevant team members 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 for each guest request.
• Ensure timely setup 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.
• Recognize that we are in the hospitality industry and that may require us to provide lateral service.
• 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.

All your information will be kept confidential according to EEO guidelines.