Guest Service Agent

Responsibilities

• Greet guests upon arrival and assist with the check-in process
• Handle check-out procedures including billing and payment processing
• Address guest inquiries requests and complaints promptly and professionally
• Provide information about hotel amenities services and local attractions
• Manage room reservations and cancellations using the hotel s booking system
• Assist with modifications to existing reservations
• Relay messages and information to guests and team members
• Coordinate with housekeeping and maintenance teams to fulfil guest requests
• Promote hotel services and amenities including room upgrades and special packages
• Handle payments and maintain accurate financial records
• Ensure adherence to hotel policies and procedures especially concerning safety and security
• Handle emergency situations calmly and efficiently
• Maintain accurate guest records and documentation
• Assist with inventory management of supplies and amenities
• Actively solicit and record guest feedback to improve services and address any issues
• Provide concierge services including making restaurant reservations booking transportation and arranging tours or activities for guests
• Participate in marketing efforts by promoting hotel packages loyalty programs and special promotions to guests
• Monitor inventory levels of supplies e g brochures amenities and coordinate with relevant departments to ensure availability
• Assist in training new team members on guest service protocols and hotel operations
• Manage the hotel s lost and found items ensuring proper documentation and communication with guests
• Engage with guests on social media platforms responding to comments and inquiries as needed
• Stay informed about emergency procedures and participate in drills and training sessions
• Address any billing discrepancies or payment-related inquiries from guests

Qualifications

• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Previous experience in customer service or the hospitality industry is preferred.
• Familiarity with hotel management software (e.g., Opera) is advantageous.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts effectively.
• Attention to detail and strong organizational skills.
• Proficiency in using computer systems and Microsoft Office Suite.
• Basic math skills for handling payments and transactions.
• Friendly, approachable demeanour with a focus on guest satisfaction.

Working Hours and Availability

Ability to work flexible hours, including nights, weekends, and holidays.

Team & Working Environment

Your team and working environment: Diverse, young and vibrant team

#J-18808-Ljbffr