Your role will include but not be limited to:

The Guest Service Center Agent is the first point of contact for guests via phone, email, and internal communication channels. This role is responsible for providing exceptional customer service by handling guest inquiries, requests, and concerns promptly and professionally. The ideal candidate demonstrates excellent communication skills, attention to detail, and a genuine passion for hospitality.

• Handle all incoming calls to the hotel efficiently and courteously, following brand standards.
• Manage guest inquiries, reservations, wake-up calls, and service requests through the hotel’s systems.
• Coordinate with various departments (Housekeeping, Engineering, Front Desk, Food & Beverage, etc.) to ensure timely fulfilment of guest requests.
• Record and follow up on all guest complaints and service issues, ensuring prompt resolution.
• Provide accurate information about hotel services, facilities, and local attractions.
• Process messages, paging, and emergency calls in accordance with safety and service procedures.
• Maintain confidentiality of all guest and hotel information.
• Support the Front Office team during peak periods as needed.
• Contribute to a positive and team-oriented work environment.

Ideally, you’ll have some or all the following qualifications and experience we’re looking for:

• At least 1 year of experience in the similar role within luxury hospitality.
• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Proficiency in using property management systems (e.g., Opera, Fidelio, or similar).
• Professional phone etiquette and interpersonal skills.
• Ability to remain calm and courteous under pressure.

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