Call Center Agent – Guest Services

About the role

The Call Center Agent provides front‑line telephone support for hotel guests, handling a wide range of requests and ensuring a seamless communication experience. You will be the first point of contact for guests calling the hotel, delivering courteous and efficient service in a fast‑paced environment.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions and concerns.
• Operate the telephone switchboard, manage wake‑up calls, screening, do‑not‑disturb, call forwarding, conference and TDD relay calls.
• Advise guests of messages, monitor busy or unanswered lines, and offer to take messages.
• Activate/deactivate guest room message lights and assist guests with internet access, escalating technical issues to the provider when needed.
• Test communications equipment, respond to special guest requests, and coordinate with relevant departments to resolve issues.
• Dispatch bell or valet staff as required and follow all company policies, safety procedures and confidentiality standards.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience or specific licenses needed.

Required skills

• Telephone switchboard operation.
• Basic computer proficiency.
• Experience using POS or similar hotel management systems.

What we offer

• Full‑time, on‑site position within a prestigious international hotel brand.
• Opportunities for career development in hospitality guest services.
• Supportive team environment and comprehensive training.