Guest Services Center Agent

About the role

The Guest Services Center Agent provides professional telephone support for hotel guests and internal teams, ensuring accurate information, prompt assistance, and seamless coordination across departments.

Key responsibilities

• Handle all incoming and outgoing calls, both internal and external, promptly and professionally in accordance with Oaks service standards.
• Provide accurate information about hotel services, facilities, promotions, and operating hours to guests and colleagues.
• Record guest requests, inquiries, and complaints in Opera PMS or the service tracking system and ensure timely follow‑up.
• Coordinate with Housekeeping, Engineering, and Food & Beverage to ensure prompt service delivery.
• Manage wake‑up calls, lost‑and‑found inquiries, and emergency calls following hotel procedures.
• Respond courteously to guest complaints, taking ownership and escalating when required.
• Maintain effective communication between departments and support Front Office operations as needed.
• Attend training sessions and team briefings to keep product knowledge up to date.

Required profile

• Fluent in English.
• Excellent communication and interpersonal skills.
• Ability to multitask and solve problems in a fast‑paced environment.
• Flexible to work various shifts, including weekends and holidays.
• High school diploma or equivalent.

Required skills

• Opera PMS.
• Microsoft Office.