PBX Agent

Wave Hotel Front Desk Ambassador

Celebrated as 'the Living Room of Lake Nona,' Wave Hotel opened in December 2021. Our luxury lifestyle hotel is at the very heart of one of the most innovative communities in the country. Infusing intuitive technology, access to unique wellness programs, and truly inspired restaurant and bar concepts Lake Nona Wave Hotel is an unexpected destination for guests from around the World.

Discover a different side to Orlando that is anything but make-believe.

Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that mold our interactions with everyone we encounter – our guests, our clients, our team, and our communities.

We create engaging, impactful environments that connect people and places, awaken the spirit, and allow team members with talent, integrity, and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

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.

• 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,…