Guest Service Centre Agent-2

About the role

The Guest Service Centre Agent is the primary point of contact for guests, handling calls, requests, and inquiries with a friendly and professional approach to ensure a seamless luxury experience.

Key responsibilities

• Answer incoming internal and external calls promptly, following hotel telephone etiquette.
• Handle guest inquiries, requests, and concerns, providing accurate information about hotel facilities, services, operating hours, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Manage room service requests, transfer calls to appropriate departments, and assist with wake‑up calls and transportation arrangements.
• Record, monitor, and follow up on guest requests and complaints until resolved, escalating when necessary.
• Maintain accurate records of guest interactions in the hotel system and ensure confidentiality according to privacy policies.
• Support the Front Office team with guest‑related inquiries and operational requirements.
• Stay updated on hotel promotions, events, facilities, and daily operational information.