Guest Service Agent 23J25

A Guest Service Agent plays a vital role in ensuring guests have a memorable experience during their stay. They are the face of the company, responsible for greeting guests upon arrival, managing reservations, and providing top-notch customer service throughout the guests' stay. They handle check-ins and check-outs with efficiency and courtesy, cater to guests' queries and requests, and coordinate with other departments to ensure guests’ needs are met. The ideal candidate should possess excellent interpersonal skills, a polite demeanor, and the ability to handle diverse situations calmly. Superior problem-solving skills and a passion for hospitality are essential for enhancing guest satisfaction and loyalty.

Responsibilities

• Welcome and assist guests promptly, ensuring a warm and friendly arrival experience.
• Manage guest check-ins and check-outs efficiently to enhance the guest experience.
• Handle reservations, queries, and telephone calls in a polite and professional manner.
• Maintain up-to-date knowledge of hotel policies, services, and amenities offered.
• Coordinate with housekeeping and maintenance for timely resolution of guest issues.
• Provide accurate information and guiding guests on local attractions and services.
• Resolve guest complaints diplomatically and escalate issues when necessary.
• Ensure all guest data and documentation are handled with confidentiality and care.
• Promote hotel facilities and assist guests with booking tours and activities.
• Foster a welcoming and inclusive environment for guests from diverse backgrounds.
• Process payments and reservations accurately using hotel computer systems.
• Assist in the training of new staff to enhance team capabilities and performance.

Requirements

• High school diploma or equivalent; hospitality experience is an advantage.
• Exceptional interpersonal and communication skills to interact effectively with guests.
• Proficiency in using standard office and hotel-specific computer software.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Customer service orientation with a proactive attitude and calm demeanor.
• Strong problem-solving skills and the capacity to handle challenging situations.
• Multilingual abilities are beneficial but not mandatory for this role.