Guest Service Centre Agent

About the role

The Guest Service Centre Agent handles guest calls, requests, and inquiries in a friendly, professional, and efficient manner, acting as a key point of contact between guests and hotel departments.

Key responsibilities

• Answer incoming internal and external calls promptly and according to hotel telephone etiquette.
• Handle guest inquiries, requests, and concerns, providing accurate information about hotel facilities, services, and local attractions.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure timely service.
• Record, monitor, and follow up on guest requests and complaints until resolved.
• Assist guests with wake‑up calls, transportation arrangements, and other service requests.
• Maintain accurate records of guest interactions in the hotel system and ensure confidentiality.

Required profile

• Professional and courteous telephone manner.
• Ability to handle guest complaints calmly and escalate when necessary.
• Strong coordination and communication skills with various hotel departments.

Required skills

• Proficiency in using hotel management systems to log guest interactions.
• Knowledge of hotel facilities, services, and local attractions.