Guest Services

Job description

We are the employer, a leading hotel and hospitality company. Join us and discover the life that awaits you. We will provide you with the opportunity to grow and learn every day, and we will help you make your work meaningful in your life. You will be able to explore the unlimited possibilities of the employer. You can write every chapter of your life with us, and we will work together to change the hotel and hospitality industry. You will be able to do what you love, contribute to the community, and challenge the status quo. You will handle internal and external guest communications promptly and professionally, maintaining a warm and engaging tone. You will serve as a central point of contact for guest inquiries, requests, and service needs throughout their stay. You will provide clear and accurate information about hotel facilities, dining, spa, activities, promotions, services, and local attractions. You will coordinate guest requests with relevant departments, including Housekeeping, Engineering, Room Service, Front Office, and other operational teams. You will log, track, and follow up on guest requests to ensure timely completion and a seamless guest experience. You will handle guest feedback and concerns professionally, taking appropriate action and escalating matters when required. You will manage wake-up call requests accurately and follow established procedures for unanswered calls. You will transfer calls and communications accurately to the appropriate departments, guest rooms, or colleagues when required. You will support Front Office operations during night hours, including assisting with room availability and booking inquiries when required. You will respond calmly and efficiently to emergency communications and follow established hotel emergency procedures. You will maintain strict confidentiality and security when handling guest information and sensitive operational matters. You will accurately record guest messages, requests, service notes, and relevant information in Opera PMS and other designated hotel systems. You will review and maintain accurate guest information in hotel systems in accordance with established procedures. You will monitor communication systems and promptly report any technical issues to the Supervisor or Engineering team. You will maintain accurate daily logs and operational reports relating to guest requests, communications, and service performance. You will stay updated on daily arrivals, in-house VIPs, special occasions, events, hotel activities, and relevant operational information. You will promote appropriate hotel services and experiences based on guest needs and preferences.

Requirements

• High School Diploma or higher
• a qualification in Hospitality, Guest Services, or a related field is preferred. Minimum 1–2 years of experience in Guest Services, Front Office, Call Centre, PBX, or a similar guest-facing role, preferably within a luxury or lifestyle hotel. Excellent command of spoken and written English is essential, with a clear, confident, and professional telephone manner. Proficiency in Microsoft Office and Opera PMS
• experience with hotel communication or guest request management systems is an advantage. Strong guest service, communication, and interpersonal skills with a warm and professional approach. Ability to multitask, prioritize, and respond efficiently in a fast-paced environment. Excellent attention to detail with a strong commitment to guest privacy and confidentiality. Strong coordination and follow-up skills, with the ability to communicate effectively across hotel departments. Proactive, flexible, and composed under pressure, with a genuine passion for delivering exceptional guest experiences. Comfortable working effectively within a diverse and multicultural team environment.

Skills