Location: Downtown Miami

Schedule: Must be flexible

Pay Rate: $15.00

Start Date: May 20, 2022

The Front Desk Agent will often be the first point of contact for owners, guests, and vendors and will need to be hospitality driven with top notch customer service skills. This service role will act in accordance of Marquis Association Management's mission to provide best in class service including maximization of resident satisfaction within established quality customer service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Creates an environment that assures consistent owner / guest satisfaction at a standard on par with a 5-Star Hotel
• Maintains a calm and pleasant personality in all types of situations and creates great customer service outcomes
• Deals with the general public, owner / residents, & employees with tact and courtesy
• Adheres to prescribed standard operation procedures covering all aspects of residential operations.
• Reports to Front Desk Supervisor, Assistant Property Manager, and/or Property Manager on all operational matters concerning the Front Desk department
• Enter and retrieve information contained in computer databases to update records, files, and answer inquiries from Residents and Guests.
• Anticipate Owner and Guest needs and learn preferences of all those entered into the Front Desk or Building software
• Handle Owner and Guest requests including restaurant reservations, dry cleaning services, transportation, and any other typical "basic" concierge services. Concierge is available for full concierge services.
• Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction.
• Announce all visitors, contractors, etc. to Residence owners before allowing them to go up and permit access to only authorize visitors.

QUALIFICATIONS:

• Strong verbal and written communication skills

Phone Etiquette

Ensuring brand standards are met with the objective of meeting or exceeding Resident expectations; communicating follow-up actions to the team as necessary

• Creating an environment in which all staff have the ability to reach their full potential
• Makes all decisions in line with brand mission, values and guiding principles
• Must have an eye for detail recognizing opportunities to provide a good customer experience
• Has a keen understanding of personalized services at the highest possible industry standards
• Has a flair and understanding for the finer things in life (luxury services, products, brands

EDUCATION & EXPERIENCE:

• The Front Desk Attendant position requires some Hospitality/Hotel/Condo Front Desk experience or training/education from a Hospitality Program, University, or company that has a solid customer service training program.
• Preferred experience is 2+ years' experience working in a luxury Hotel and/or Luxury High Rise Condominium property in a Front Desk or Concierge role.

LANGUAGE SKILLS:

• Ability to speak effectively in English & Spanish welcoming owners, guests and vendors. Knowing additional languages is a plus.

COMPUTER SKILLS:

• Company selected front desk software
• Company-issued internet browser and e-mail programs
• Microsoft Word. Knowledge or other Microsoft applications is a plus.

REASONING ABILITY:

The Front Desk Attendant must have developed reasoning abilities to the point to be able to:

• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Make customer service decisions based on company policies and procedures using best judgment

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job: The employee is always required to stand; walk; use hands to finger, handle; reach with hands and arms; stoop, kneel, or crouch; and talk or hear. The employee must regularly lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with residents, and accept constructive criticism from upper management. Must be able to change activity frequently and cope with interruptions.

Job Types: Full-time, Part-time

Pay: $15.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 5 years (Preferred)
• Hotel & Accommodations Guest Services Staff: 2 years (Preferred)
• Residential Front desk: 2 years (Preferred)

Language:

• English (Required)
• Spanish (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: One location

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