Guest Service Agent
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Key skills for this role
Role Overview
The Guest Service Agent answers incoming calls and handles guest requirements and questions according to hotel standards.
The role requires a clear, distinct, friendly, and courteous telephone manner.
Key Skills for This Role
Full Job Posting
Role overview
The Guest Service Agent answers incoming calls and handles guest requirements and questions according to hotel standards.
The role requires a clear, distinct, friendly, and courteous telephone manner.
Key responsibilities
- Answer incoming calls promptly and follow company telephone etiquette.
- Direct calls while maintaining guest privacy and confidentiality, and place outgoing calls.
- Maintain call records and post chargeable calls to guest invoices if the electronic system is unavailable.
- Report telephone defects and complete administrative work related to technical faults.
- Calculate and quote service charges, take messages, and deliver them to guests.
- Handle emergency calls and follow hotel health and safety requirements.
- Provide information about hotel services and promote hotel products, services, and promotions when appropriate.
- Track and perform wake-up calls, paging services, and conference calls when required.
- Update reservation and directory information in the relevant departments or systems.
- Support other administrative tasks, filing, record keeping, and clean work areas.
- Work closely with reception, housekeeping, restaurants, banqueting, kitchen, and sales departments.
Experience needed
- Fluent English and Arabic is required.
- Computer knowledge is essential.
- The role requires comfort working in a fast-paced environment.
Required skills
- Required soft skills include problem solving, active listening, effective communication, and friendliness.
- Collaborative and team-player skills are listed as optional.
Values
The listed company values are integrity, accountability, fun, and diversity and inclusion.
Benefits
- Staff accommodation and staff transportation are provided.
- Benefits include learning and development programmes, a hotel restaurant staff rate, and length-of-service benefits.
Workplace
- The role is based in a hotel and requires physical presence for guest and telephone operations.
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