Pre-Arrival Agent - Join a Leading Company

Summary

The ideal candidate is to coordinate the pre-planning of guest itineraries and ensure a seamless stay from start to finish for our Suite and VIP guests, as directed by the Deputy Chief of Staff. The VIP Agent will be the primary agent responding to inquiries, providing services, and resolving conflicts with the delegated list of resort guests. This candidate’s mission is to embody the essence of luxury, ensuring that every guest has personalized service from the moment they book until check out.

This position is a very dynamic role within the organization. It is a highly influential role that actively seeks guest engagement and personalized service. The position has an office-focused geographic scope but requires flexibility and the ability to maneuver successfully throughout the resort.

Essential Functions

Job duties include, although are not limited to:

1. Pre-Arrival Coordination: Collaborate with relevant departments such as reservations, housekeeping, and guest services to ensure all pre-arrival arrangements are accurately documented and executed.

1. Guest Communication: Serve as the primary point of contact for suite guests from time of booking until check out, addressing inquiries, confirming reservations, and providing necessary information throughout their stay.

1. Customize Requests: Handle special requests from guests, such as room preferences, dietary restrictions, or transportation arrangements, ensuring all requests are fulfilled to the highest standard.

1. Documentation: Maintain detailed records of guest preferences, special requests, etc. in Opera to facilitate personalized service and streamline future interactions.

1. Collaboration with Departments: Liaise with all internal departments to coordinate additional amenities or services requested by guests, such as spa treatments, restaurant reservations, activities, etc.

1. Problem Resolution: Anticipate and address any potential issues or concerns that may arise, proactively seeking solutions and providing timely communication to guests as needed.

1. Quality Assurance: Occasionally respond to post stay feedback from guests thanking them for choosing us and encouraging them to return.

1. Continuous Improvement: Identify opportunities for process optimization and enhancement of the guest experience, contributing to the ongoing improvement of operational efficiency and guest satisfaction.

Internal Relationships

Reports to Deputy Chief of Staff and maintains collaborative working relationships with departments throughout the resort.

External Relationships

Has regular contact with hotel guests and incoming hotel guests.

Qualifications

1. 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.

1. Proficient typing skills, phone answering and in-person communication.

1. Communicate with associates outside of the department – Representing the Executive Office of the President to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, text messages, or through other applications.

1. Establish and Maintain Interpersonal Relationships – Developing constructive and cooperative working relationships with others and maintaining them over time.

1. Develop a comprehensive knowledge of the resort and South Florida in general to support a richer guest experience.

Education/Experience Requirements

1. High School diploma or equivalent, required
2. 4-year degree, preferred
3. Previous work experience in a high paced, luxury environment, preferred
4. High proficiency in computer software such as computer programs, apps, and websites
5. The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation

Physical Requirements

Sitting – Frequent

Walking, climbing stairs – Frequent

Crouching/ Bending/ Stooping – Often

Reaching – Occasional

Pushing/ Pulling – Often

Near Vision – Often

Far Vision – Occasional

Hearing – Constant

Talking - Constant

Lifting/ Carrying (15 lbs.) – Occasional

Travel – Rare

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.