Job Description:

As a Ciel Connect Agent, you will be responsible for handling all incoming and outgoing calls, guest messages, wake-up calls, and internal communications with the utmost professionalism, warmth, and efficiency. Your role is crucial in shaping the guest’s first impression and delivering seamless service through every interaction.

Key Responsibilities:

• Answer and direct all incoming calls promptly, courteously, and professionally in accordance with brand standards.
• Handle guest requests, inquiries, and messages with accuracy and a guest-first attitude.
• Coordinate wake-up calls and ensure timely delivery.
• Communicate efficiently with all hotel departments to relay guest needs and operational messages.
• Maintain knowledge of hotel facilities, services, promotions, and emergency procedures.
• Assist in handling emergency calls and following proper protocols under the guidance of the supervisor.
• Log all calls and requests accurately in the system (Opera or other PMS).
• Uphold confidentiality and protect guest privacy at all times.
• Support guest satisfaction by providing accurate information and ensuring requests are followed up promptly.

Desired Skill & Expertise:

• Previous experience in a telephone operator or call center role, preferably in hospitality.
• Excellent verbal communication and listening skills.
• Familiarity with hotel systems such as Opera PMS and PBX is an advantage.
• Calm, composed, and guest-focused demeanor, especially during high-pressure situations.
• Fluent in English; additional languages are a plus.
• Professional tone, punctuality, and a polished approach to service.

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