Guest Services Center Agent

About the role

The Guest Services Center Agent is the voice of the hotel, handling all inbound and outbound calls with professionalism and warmth. You will support guests by providing accurate information, resolving inquiries, and ensuring a seamless experience throughout their stay.

Key responsibilities

• Answer and place internal and external calls promptly, adhering to Oaks service standards.
• Provide guests with up‑to‑date details on hotel services, facilities, promotions and local attractions.
• Record guest requests, inquiries and complaints in Opera PMS or the service tracking system and follow up until completion.
• Coordinate with Housekeeping, Engineering, Food & Beverage and other departments to deliver timely service.
• Manage wake‑up calls, lost‑and‑found queries and emergency calls following hotel procedures.
• Handle guest complaints courteously, taking ownership and escalating when necessary.
• Support Front Office operations and attend training sessions to maintain product knowledge.
• Uphold grooming standards, privacy and confidentiality at all times.

Required profile

• Fluent English with excellent communication and interpersonal skills.
• Ability to multitask, solve problems quickly and work in a fast‑paced environment.
• Flexibility to work various shifts, including weekends and holidays.

Required skills

• Opera PMS
• Microsoft Office