Guest Service Agent

Summary

The Guest Service Agent is responsible for answering incoming calls while speaking clearly, distinctly and with a friendly, courteous tone. They deal with the requirements and questions of guests in the way that is up to the hotel standards.

The Guest Service Agent is responsible for answering incoming calls while speaking clearly, distinctly and with a friendly, courteous tone. They deal with the requirements and questions of guests in the way that is up to the hotel standards.

• Answering all incoming calls timely and according to the company’s telephone etiquette.
• Direct calls to guests, staff or other departments through the switch board always ensuring the guest’s privacy and confidentiality is kept.
• Place outgoing calls.
• Keep records of calls placed and received, and of related toll charges.
• If electronic system is down, to record all-chargeable calls and post them on the guest’s invoice
• Report all telephone defects to the technical department
• Perform administrative work relating to technical faults and problems
• Calculate and quote charges for services such as long-distance connections.
• Takes messages for guests and delivers the same to guests.
• Knows what is required when an emergency call has to be made.
• Is aware of health and safety regulations in the hotel.
• Provides information about hotel services to guests.
• Promote hotel products, services, and promotions when appropriate.
• Keeps track of the wake-up calls and performs wake-up call services.
• Always is polite and courteous on the phone.
• Performs paging services to associates and guests if applicable.
• Set up of conference calls if required.
• Update information about reservations to the departments or in the systems.
• Update directory information.
• Helps with other administrative tasks.
• Work in close cooperation with reception, housekeeping, restaurants, banqueting, kitchen and sales department.
• Performs filing and record keeping activities and ensure that work areas are kept clean and maintained.
• Fluent in English and Arabic is a must.
• Essential to have computer knowledge.
• Enjoy working in a fast-paced working environment.