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At Your Service

1 month ago

Aventura, United States TB ISLE RESORT LP Full time
Job Details

Job Location
JW Marriott Turnberry Miami Resort & Spa - Aventura, FL

Job Category
Hospitality - Hotel

Description

Scope of Position

The At Your Service Supervisor is responsible for supervising and training the agents (PBX Operator) who provide a general service outlet for guests, by eliminating the call around process for any guests' reservations, requirements, complaints or comments, before, during and after a guest stay. He/she will have a complete understanding of AYS and Front Office staff's roles and duties and be able to perform duties at any given time.

Position Requirements
  • Minimum 1-2 years of luxury hotel experience required or equivalent.
  • Possess outstanding guest services skills, professional presentation, and communication skills.
  • Handle a multitude of tasks in an intense, ever-changing environment.
  • Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
  • Typing skills essential.
  • Experience in Excel, Word, Outlook, Opera and GXP is a plus.
  • Operate multi-line switchboard efficiently.

Responsibilities
  • Supervise, train and coach At Your Service agents.
  • Approach all encounters with guests and employees in a professional and personalized manner.
  • Knowledge of hotel emergency procedures.
  • Possess superior phone etiquette, manners, record keeping and follow-up skills.
  • Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards.
  • Offer to handle special arrangements during guest stay; coordinate future visits.
  • Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay.
  • Liaison with key departments to ensure optimal performance.
  • Complete projects in a timely manner as required by Front Office Management.
  • Develop strong team spirit among co-workers and related departments.
  • Maintain confidentiality of all guest information and pertinent hotel data.
  • Perform other duties as required by my management.

Education
  • High school diploma: 2-year college degree preferred.

Skills and Abilities
  • Ability to communicate in the English language. Second language is a plus.
  • Strong problem solving and analytical abilities.
  • Ability to meet deadlines and work under pressure.
  • Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
  • Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements
  • On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
  • Intermittently twist to reach equipment or supplies surrounding desk.
  • Use the telephone and computer keyboard daily.
  • Must be physically fit to lift, pull, and push items up to 50 pounds.
  • Also requires standing/walking/reaching and bending throughout shift.