Guest Service Agent

We are looking for a friendly and customer oriented individual to join our team as a Guest Service Agent. This role is essential in providing exceptional service to our guests, ensuring their needs are met and their stay is enjoyable.

Responsibilities: 

- Greeting and welcoming guests upon arrival, providing a warm and friendly atmosphere. 

- Answering phone calls, responding to guest inquiries and resolving any issues or complaints in a timely and professional manner.

- Providing information about hotel services and amenities, local attractions, and dining options to enhance the guest experience. 

- Developing a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, and hotel surroundings.

- Collaborating with hotel reception, housekeeping, other hotel departments and restaurants to ensure seamless service delivery. 

- Upholding hotel policies and procedures to ensure a safe and secure environment for guests and staff.

- Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly

- Coordinating third-party services such as tour guides, taxis, airport transfers and rental cars.

- Assisting in handling mail and other electronic communications.

- Providing support during events as needed to ensure a smooth operation and guest satisfaction.

- Informing Hotel Supervisor of any guest or system-related issues.

- Attending daily briefings and meetings as required by the Operations Manager, Assistant Managers and Supervisors.

- Inspecting all guest rooms prior to arrival to ensure everything is in order.

- Ensuring that the Hotel Assistant Manager and Outlets Assistant Manager are kept fully aware of any relevant feedback from guests.

- Carrying out other duties as required by Management.

Requirements:

- Previous experience in customer service or hospitality industry preferred.

- Proficiency in Microsoft Office.

- Fluent in English.

- Excellent communication and interpersonal skills.

- Strong collaboration and active listening skills.

- Ability to handle multiple tasks simultaneously.

 -Strong problem-solving skills.

- Flexibility to work different shifts, including weekends and public holidays.

- Ability to work in a fast-paced environment.

- Attention to detail.

- Ability to work on your own and as part of a team.