PBX/Guest Experience Agent

ABOUT US:

The Palms Hotel and Spa, Miami Beach, is an independent luxury beach resort focused on wellness, sustainability and personalized service. Our beachfront property features 247 guest rooms and suites, an extensive tropical garden and pool area with Tiki Bar, a spacious beach concession, and over 8,000 square feet of indoor and outdoor meeting space for social and corporate events. The hotel’s signature eatery, Essensia Restaurant and Bar, delivers all-natural dining with a focus on locally and sustainably sourced ingredients. The Palms AVEDA Spa features holistic treatments influenced by ancient Ayurvedic philosophy designed to deliver a highly personalized experience.

A member of Preferred Hotels and Resorts and Beyond Green, The Palms has been independently owned and operated by a European family for over 25 years.  Known as Miami Beach’s premier destination for wellness and relaxation, a forerunner in sustainable hotel operations, an expert in wedding services, an authority in healthful eating and all-natural spa services, our hotel, restaurant and spa have won many accolades and awards. Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of The Palms family!

JOB SUMMARY:  

The Guest Experience Agent acts as the primary professional voice of the hotel. Delivering exceptional service by managing a high-volume of calls, guest inquiries, and internal communication. They serve as a liaison between the Front Office, Engineering and Housekeeping departments; coordinating a smooth operation and guaranteeing an exceptional guest experience. 

MAIN DUTIES & RESPONSIBILITIES:

• Telephone Excellence: Answer internal and external calls promptly (within 3 rings) using proper, warm, and professional scripting.
• Guest Service & Communication: Act as a central communication hub, directing calls, providing information on hotel services, and facilitating guest requests.
• Room assignment and special requests: Assign rooms to VIP arrivals, honor special requests & set up back-to-back reservations. 
• Queue Reservations: Manage reservations queue, to expedite the check process.
• Internal Liaison: Coordinates guests required services addressing and anticipating guests’ needs by providing a personalized guest experience.
• Reservation Handling: Manage inquiries, special requests, bookings, modifications, and cancellations with high accuracy as needed.
• Emergency Response: Serve as the first point of contact for emergencies; follow all safety, security, and fire protocols diligently and adhering to hotel standards.
• System Management: Utilize Property Management Systems (e.g., Opera, Optii, Nuvola, Toast) to update guest profiles, record messages, and track service tickets and guest requests.

OTHER DUTIES & RESPONSIBILITIES: 

• Interdepartmental Support: Provides guest related support in different areas of the hotel related to include the Front Office, Housekeeping, Engineering, Sales and Marketing, Spa, and Food & Beverage, as needed.  

QUALIFICATIONS: 

• High School diploma or equivalent required.
• Previous hospitality experience (front desk or PBX) preferred but not required.
• Exceptional verbal and written English communication skills.
• Proficiency with computers and ability to learn PMS/switchboard systems.

Knowledge, Skills, and Abilities Required: 

• Service-Oriented: A true desire to satisfy and anticipate guests needs and provide warm/ personalized service.
• Professionalism: Ability to remain calm, professional, and courteous under pressure.
• Multi-tasking: Highly organized with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Problem-Solving: Proactive in resolving guest challenges and handling inquiries. 

WORK CONDITIONS & PHYSICAL DEMANDS:

• Environment: Office/desk-based environment, with exposure to moderate to high noise levels from phone systems.
• Physical Activity: Regularly required to sit, talk, and hear; occasionally required to stand, walk, or lift up to 20–30 pounds.
• Schedule: Ability to work a flexible schedule, including weekends, holidays, and evenings. 

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts, or working conditions associated with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.

The hotel operates seven days a week, 24 hours a day. We may find it necessary to schedule shifts according to our business volume. You must be willing and available to fulfill changing operational demands.

All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

Salary : $17