What are the responsibilities and job description for the Guest Relations / Concierge Agent position at Luxury Rentals Miami Beach?
Company Description
Luxury Rentals Miami Beach is a leader in redefining luxury vacation rentals in Miami Beach. With extensive experience in South Beach condo rentals and Miami mansion rentals, we deliver exceptional properties at competitive prices. Our mission is to provide exquisite service, exceed guest expectations, and continuously improve to perfect our service.
Role Description
The Guest Relations Agent plays a vital role in delivering exceptional guest service by ensuring the seamless execution of VIP arrivals, in-house experiences, and departure protocols. Working cross-functionally with Sales, Housekeeping, Property Management, and other departments, this role is responsible for enhancing guest satisfaction and delivering luxury service standards throughout the guest journey.
- Coordinate and execute VIP arrivals, stay-over services, and departures following LRMB guest journey protocols.
- Proactively communicate with VIP guests before arrival, during their stay, and post-departure.
- Personally greet all VIP guests to build rapport and capture preferences for personalized service.
- Ensure all guest requests, amenities, and room orientations are managed efficiently and with attention to detail.
- Handle guest complaints and feedback with care, providing timely and effective resolution.
- Maintain luxury guest service standards across all touchpoints of the guest journey.
- Ensure accurate communication of guest information and requests across departments.
- Maintain precise guest profiles in the Property Management System (PMS).
- Manage the Akia platform and ensure team updates and responds efficiently to service tasks.
- Ensure guest folios are updated with all concierge services and associated charges.
- Maintain consistent execution of amenities—guest, pet, and kid-friendly—according to LRMB protocols.
- Manage relationships with LRMB preferred vendors.
- Monitor the accuracy of guest concierge requests, ensuring timely execution and billing.
Qualifications
- Concierge Services and Reservations skills
- Strong Communication and Receptionist Duties abilities
- Customer Service expertise
- Experience in the hospitality industry
- Knowledge of Miami Beach area and attractions
- Multi-lingual skills are a plus
- Previous experience in a similar role