Pre-Arrival Crew

Yotel - Miami, FL

Full-time

Miami, FL

Food Services and Drinking Places

About the position

The Pre-Arrival Crew Member at YOTEL Miami is responsible for providing exceptional guest services through creative problem-solving and efficient communication. This role focuses on maximizing brand awareness and revenue by assisting with room assignments and ensuring a seamless guest experience from the moment of booking to arrival.

Responsibilities

• Field incoming calls in a professional, friendly, and efficient manner within brand standards.
• Oversee and maintain knowledge of hotel features and services, room types, room numbers, layout and design of rooms, and locations of rooms.
• Handle all reservation calls with the goal to convert to a confirmed booking for YOTEL/YOTEL PAD Miami.
• Respond to all emails within reservation inboxes, customer service emails, and incoming faxes within 24 hours.
• Assist with modifying and/or cancelling reservations.
• Engage with guests via email, phone, fax, and in-person.
• Multi-task efficiently without loss of poise and focus.
• Enter service requests to Alice when applicable.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Provide engagement and assistance with rate inquiries, cancellations, property-related questions, guest issues, and feedback.
• Investigate billing disputes and complete necessary paperwork for refunds when applicable.
• Take ownership of all guest requests and follow up with appropriate departments to ensure timely completion.
• Be aware of daily functions occurring within the hotel and all Food & Beverage outlets.
• Knowledgeable of all Mission Control & property-specific policies and procedures.
• Assist guests with general services/requests and information to enhance their experience.
• Handle in-house PBX calls and communicate to appropriate departments for assistance and follow-up.
• Daily review of arrivals ensuring all special requests are met and specialty rooms are blocked for group blocks.
• Assist YOTEL/YOTEL PAD Miami Rental program members and their families as needed.
• Support all other departments in guest service-related inquiries and/or disputes.
• Manage and complete special projects as needed.

Requirements

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and customer service orientation.
• Ability to multi-task and switch between tasks efficiently.
• Knowledge of hotel operations and services.
• Proficiency in handling reservations and customer inquiries.

Nice-to-haves

• Experience in the hospitality industry.
• Familiarity with hotel management software.
• Bilingual abilities to assist a diverse clientele.

Benefits

• Flexible scheduling including mornings, evenings, holidays, and weekends.