Guest Service Phone Agent

Overview

The Guest Service Phone Agent is responsible for managing guest interactions via phone, handling inquiries, processing reservations, and addressing guest requests. This position involves providing detailed information about the hotel’s services and amenities while efficiently resolving any issues or concerns. The role supports guest satisfaction by coordinating with other departments and ensuring all guest needs are met.

• Answer inbound guest calls promptly and professionally.
• Assist guests with room reservations, changes, and cancellations.
• Provide information about hotel services, amenities, and local area attractions.
• Address and resolve guest concerns or elevate issues to the appropriate department when necessary.
• Coordinate guest requests such as room service, housekeeping, and maintenance.
• Promote hotel promotions, packages, and loyalty programs.
• Work closely with other hotel departments to ensure guest requests are fulfilled.

• Flexibility to work various shifts, including nights, weekends, and holidays.
• High school diploma or equivalent required.
• Previous experience in customer service or hospitality is preferred.
• Excellent verbal communication and customer service skills.
• Ability to multitask and handle high call volumes in a fast‑paced environment.
• Problem‑solving abilities and strong attention to detail.