sbe Corporate

  • SLS Brickell Hotel & Residences/SLS Services Agent

    Job Locations US-FL-Miami
    Req No.
    Job Requirements
  • Overview

    SLS_Brick (VertCrest)


    To be the primary point-of-contact for our guests. This includes being the operator for all hotel phone lines, logging all guest requests and dispatching these to the appropriate department using the corresponding software and/or radios, as well as taking orders for guests who wish to experience in-room meal or beverage service.




    • Answer all telephone calls within three rings in a friendly, efficient manner that promotes a positive image of the hotel.
    • Provide efficient and effective telephone and message service for in-house and incoming guests and for the hotel's sales and management team.
    • Check all message lights during shift to ensure that the message light is on and that guests receive their messages. Call guest rooms to deliver messages if necessary.
    • Assist guests with dialing instructions, credit card calling procedures and other telephone information.
    • Record and place wake-up calls.
    • Read logbook at the beginning of shift and enter appropriate information to be communicated to management or other operators.
    • Assist internal guests with all requests by accurately logging their needs and dispatching this information to the appropriate department/employee via the hotel’s NUVOLA, OPERA, MICROS system and/or radio system.
    • Answer in Room Dining phones and take order with 100% accuracy and convey the guest order to the Back of the House and servers ensuring that guest name, room number and special preferences are accurately logged.
    • Have knowledge of food and wine offerings and current menu items and price. Maintain the hotels standards of service etiquette.
    • Ensure the meal completion time is monitored; if meal delivery will be beyond 5 minutes of estimated times, guest is contacted, offered apologies and advised of new time. Also follow up calls within 30 minutes after food delivery to check on food quality and guest satisfaction/tray pick up.
    • Assist in performing administrative duties as necessary.



    • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by 
    • Excellent written communication and presentation skills.
    • Ability to accurately and efficiently input information into computer systems.
    • Ability to work cohesively with co-workers both within and outside of your department.
    • Ability to think clearly, quickly and make concise decisions.
    • Ability to prioritize, organize and follow up.
    • Highly motivated and flexible, possessing the ability to take initiative.
    • Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
    • Previous customer service experience.
    • Previous guest relations training is preferred.
    • Requires flexible schedule with ability to work mornings, nights, weekends, and holidays.



    High school graduate or equivalent required. Some college preferred.



    Minimum of one year of prior guest service experience is preferred. Prior luxury hospitality experience, and previous PBX experience preferred. Ability to speak multiple languages is desirable.



    All associates must maintain a neat, clean and well-groomed appearance (specific standards available).



    Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the resort. Regular attendance in conformance with the standards, which may be

    established by SBE from time to time, is essential to the successful performance of this position.


    Due to the industry that we are in a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in Operations will call upon us for support in order to ensure customer satisfaction occurs.


    When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.



    While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.




    (Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands).





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