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

• 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.