F&B Reservations Agent

We are looking for Delano Service Agent - PBX to join the re-opening of the famed Delano Miami Beach.

Set to open its doors in early 2026, Delano Miami Beach will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. Comprising 171 rooms and distinct food and beverage concepts, the hotel will preserve its iconic walk-in pool and, in addition, unveil a new pool on an amenity deck, offering breathtaking views of the ocean. Delano Miami Beach will act as the brand’s flagship location, re-establishing Delano as a trailblazer in luxury lifestyle hospitality. Ennismore, in partnership with Cain International (the owners of Delano Miami Beach as well as partner in the Delano brand), are currently undertaking a significant renovation and redevelopment of the iconic Delano hotel.

JOB OVERVIEW:

Under the general guidance of the F&B Reservations Manager, the F&B Reservations Agent manages daily reservations and guest communications across all F&B outlets, ensuring a seamless, personalized, and luxury guest experience.

YOUR KEY RESPONSIBILITIES:

• Manage daily reservations, calls, emails, and online inquiries with accuracy and professionalism.
• Utilize SevenRooms and other reservation platforms used by the property.
• Handle VIP reservations, special requests, celebrations, large parties, and guest preferences.
• Maintain accurate guest profiles, reservation notes, allergies, and special requests.
• Monitor availability, waitlists, cancellations, and reservation changes.
• Coordinate with restaurant, host, and culinary teams regarding reservations, VIPs, events, and outlet availability.
• Follow reservation, deposit, cancellation, payment, and no-show policies.
• Support daily reservation briefings and communicate VIP arrivals and important guest information.
• Assist with service recovery and resolve reservation-related concerns professionally.
• Maintain high standards of luxury hospitality, communication, and guest service.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. 
• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

ADDITIONAL RESPONSIBILITIES:

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

SPECIFIC JOB KNOWLEDGE & SKILLS:

• High school diploma or equivalent education required; Bachelor's degree preferred
• Previous hospitality, reservations, or guest service experience preferred.
• Experience with SevenRooms or similar reservation systems preferred.
• Excellent organization, attention to detail, and ability to multitask.
• Professional, positive, and guest-focused attitude.
• Additional language ability preferred.
• Strong verbal and written communication skills in English
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Ability to push 20lbs+ consistently.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
• Additional language ability preferred.
• All team members must maintain a neat, clean and well-groomed appearance. Specific department  uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

All your information will be kept confidential according to EEO guidelines.