Guest Service Center Agent – Luxury Hotel

About the role

The Guest Service Center Agent provides professional, customer‑focused service to hotel guests, ensuring a memorable stay. You will be the first point of contact, handling calls, requests and emergencies while maintaining high service standards.

Key responsibilities

• Welcome and acknowledge all guests according to company standards.
• Operate the telephone switchboard, answer calls, and monitor busy or unanswered lines.
• Process guest requests such as wake‑up calls, do‑not‑disturb, call forwarding, conference calls and TDD relay calls.
• Record, route and follow up on guest calls, messages, and concerns, contacting the appropriate department as needed.
• Provide guests with directions, information on property amenities, services, operating hours and local attractions.
• Review shift logs and daily memos, documenting pertinent information.
• Develop and maintain positive working relationships with team members to achieve common goals.
• Serve as the communication hub during emergencies, handling all hotel communications.
• Maintain the neatness of the work area at all times.

Required profile

• Previous experience in a large luxury hotel (minimum 500 keys) – pre‑opening experience is an advantage.
• Proven work experience as a Guest Service Center Agent.
• Experience with the Opera property management system.
• Active listening and effective communication skills.
• Flexibility to work in shifts.
• Strong organizational and multitasking abilities in a fast‑paced environment.