Telephone Services | Guest Services Specialist

Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART."
- Morris Lapidus

A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

Responsible for providing courteous and competent services to ensure all guest requests, to include same day room preference requests, are provided in a timely and efficient manner. Must be flexible to work a varied shift, including overnight, weekends, and holidays based on the business demands.

Examples of Duties, includes but is not limited to the following:

1. Answer incoming calls from hotel guest rooms for housekeeping services, hotel-related requests, and general inquiries/guest complaints.
2. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
3. Record and monitor customer requests via HotSos computer system and Follow up with guests to ensure their requests or problems have been met to their satisfaction.
4. Monitor and confirm pre-assigned arrivals for various types of confirmed accomodations and special requests. Confirm and montior "day of arrivals" and queued reservations.
5. Keep Guest Services Supervisor, Front Office Manager, and other appropriate Leaders apprised of adjustments needed with room inventory types and when other actions to accommodate guest demands are necessary.
6. When necessary, assist with check-in/check-out of guests, assist guests with safety deposit boxes, and assist Guest Service Agents with modification of room assignments for same day arrival guests.
7. Post late checkout fees and assist with upgrade requests.
8. Perform other related duties as assigned.

Qualifications

• Well organized and demonstrated strong problem solving skills.
• Ability to communicate effectively and establish and maintain effective working relationships with staff.
• Bilingual highly desireable.
• Front desk/customer service experience preferred.
• High school education or equivalent. College degree preferred.