Guest Service Agent

About the role

The Guest Service Agent will be the first point of contact for guests at Novotel World Trade Centre, delivering a warm welcome and ensuring a smooth stay. You will handle check‑in and check‑out, respond to guest inquiries, and support the overall guest experience across all hotel services.

Key responsibilities

• Greet guests, manage check‑in and check‑out procedures, and process payments.
• Address guest requests, complaints and inquiries promptly and professionally.
• Provide information on hotel amenities, local attractions and concierge services such as restaurant reservations and transportation.
• Manage reservations, cancellations and modifications using the hotel’s booking system.
• Coordinate with housekeeping, maintenance and other departments to fulfil guest needs.
• Promote hotel packages, upgrades and loyalty programmes.
• Maintain accurate guest records, financial documentation and inventory of supplies.
• Handle emergency situations, lost‑and‑found items and monitor safety procedures.

Required profile

• High school diploma or equivalent; hospitality degree is a plus.
• Previous customer‑service or hospitality experience preferred.
• Strong communication, interpersonal and conflict‑resolution skills.
• Ability to work flexible hours, including nights, weekends and holidays.

Required skills

• Computer systems proficiency.
• Microsoft Office Suite.
• Basic math for handling payments.
• Familiarity with hotel management software (e.g., Opera).