Telephone Services | Guest Services Specialist
On-siteMiami Beach, Florida, United States
Job Summary
Answer incoming calls from hotel guest rooms regarding housekeeping services, requests, and inquiries or complaints. Contact appropriate departments such as Bellperson, Front Desk, Housekeeping, Engineering, or Security to resolve guest issues. Record and monitor customer requests via the HotSos computer system, following up to ensure satisfaction. Monitor and confirm pre-assigned arrivals, day-of arrivals, and queued reservations. Keep supervisors apprised of room inventory adjustments needed to accommodate guest demands. Assist with check-in/check-out, safety deposit boxes, and same-day room assignment modifications. Post late checkout fees and assist with upgrade requests. Work varied shifts including overnight, weekends, and holidays based on business demands.
Required Qualifications
- Well organized and demonstrated strong problem solving skills
- Ability to communicate effectively and establish and maintain effective working relationships with staff
- Must be flexible to work a varied shift, including overnight, weekends, and holidays based on the business demands
Desired Qualifications
- Bilingual highly desireable
- Front desk/customer service experience preferred
- High school education or equivalent
- College degree preferred
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