Grand Beach Hotel Miami Beach
  • Front Office
  • Miami Beach, FL, USA
  • Full Time

Comp Parking, PTO and benefits available after 90 days.


GENERAL SUMMARY OF DUTIES

Accommodating guests via telephone and switchboard in a pleasant, professional and friendly voice.

RESPONSIBILITIES:

  • Handle all incoming calls in a timely manner by screening, transferring, and answering appropriately and efficiently.
  • Takes accurate and appropriate messages.
  • Stays informed of current in house groups and property events.
  • Assists the department with various clerical duties as needed.
  • Directs callers to appropriate destination providing a smooth, clear and professionally courteous communication practice.
  • Take guest request and pass on to the appropriate party as well as follow up with the request.
  • Ensures private information is consistent with all privacy policies.
  • Orients and mentors new staff members.

GENERAL DUTIES:

  • Obtains necessary information to direct and transfer calls to correct extensions.
  • Answer incoming calls within 3 rings.
  • Refer to guest by name 3 times during the conversation.
  • Displays excellent telephone etiquette.
  • Answer inquires pertaining to Hotel services and amenities.
  • Coordinates and monitors requests with all departments using "Hotel Expert".
  • Assists Food & Beverage with guest's room service orders.
  • Responds quickly and accurately to disaster and emergency situation as required, remaining calm.

DAILY DUTIES:

  • Records and follows up with makeup calls.
  • Corrects and updates posted information as needed. Assists with the maintenance of directories on-call list, etc.
  • Dispatch maintenance and housekeeping staff to guest rooms as needed.
  • Take Room Service Report.
  • Accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment.
  • Performs general clerical duties including faxing, copying, filing, etc. as needed.
  • Assists with maintaining cleanliness, safety and security of the PBX area. Maintains confidentiality, security and integrity of the guests information and organizational data.
  • Provides information to callers as appropriate.
  • Provide a finish check list to the Manager on duty at the end of the shift.
  • And any other duties assigned by the Assistant Guest Experience Manager and the Guest Experience Manager.

MINIMUM REQUIREMENTS & QUALIFICATIONS

Minimum Hiring Requirements:

  • Must have completed High School or GED Diploma
  • Experience in Hospitality
  • At least 1 year switchboard/PBX experience.
  • Minimum of one year experience at Front Desk/guest services, as well as a general knowledge of Front desk and Reservations system and procedures.

Physical Requirements:

  • While performing the duties of this job, the associate is regularly required to sit for long periods of time, stand; walk; full dexterity in use hands to touch, handle, or feel; reach with hands and arms; talk or hear.
  • The employee must occasionally lift and/or move up to 50 pounds.
Grand Beach Hotel Miami Beach
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