Guest Service Agent Luxury Hospitality 16N25

As a Guest Service Agent in a luxury hospitality setting, you will be the primary point of contact for hotel guests, ensuring that their stay is both enjoyable and memorable. Your role involves delivering exceptional customer service from arrival to departure, catering to every need with poise and professionalism. You will be empowered to play a crucial part in upholding the luxury brand's standards, offering a warm welcome, handling guest inquiries, solving any issues efficiently, and ensuring guests’ satisfaction at all times. As an integral part of the guest services team, you will collaborate with various departments to ensure guests receive a seamless experience, emulating the luxury hotel's commitment to excellence and attention to detail.

Responsibilities

• Welcome and register guests, ensuring all relevant information is accurately recorded.
• Deliver personalized service that exceeds guest expectations and enhances guest satisfaction.
• Handle guest inquiries efficiently and provide informative solutions to problems and requests.
• Maintain detailed knowledge of hotel facilities, features, and services to inform guests.
• Liaise with housekeeping and maintenance staff to address and resolve guest issues.
• Coordinate with dining services to manage reservations and special guest dining requests.
• Assist in managing incoming calls, email inquiries, and booking confirmations effectively.
• Encourage guest feedback and handle complaints with tact and a professional demeanor.
• Ensure guest billing is accurate and facilitate smooth check-out procedures.
• Work with the concierge team to arrange transportation, excursions, and local experiences.
• Promote loyalty programs and other promotional services to enhance guest engagement.
• Prepare accurate daily reports and share insightful information with hotel management.

Requirements

• Bachelor’s degree in hospitality management or a related field is preferred.
• At least two years of experience in a customer service role, preferably in hospitality.
• Strong interpersonal and communication skills, with fluency in multiple languages beneficial.
• Excellent problem-solving capabilities and the ability to handle stress effectively.
• High level of organization and attention to detail to manage multiple tasks simultaneously.
• Proficiency in hotel reservation software and other standard office applications.
• Consistent availability to work during flexible hours, including nights and weekends.