Guest Service Agent

Job description

Responsible for answering all incoming calls from inside and outside the hotel in a friendly and caring manner according to the employer and LQA standards. Connects calls to the appropriate extension, accurately writes and delivers messages, handles Do Not Disturb and confidential status requests, manages personal and group wake‑up call requests per LQA standards, answers guest inquiries and forwards issues to relevant personnel, serves as the communication hub during emergencies, maintains complete records of domestic and international direct dial calls and coordinates billing with front office, monitors TV channels and public area music for smooth operation, stays updated on telephone directory, new staff, departures, emergency procedures, special promotions and hotel product knowledge, and keeps the work area neat at all times. Additional tasks may be assigned as needed.

Requirements

• proficient in answering incoming calls
• experience with accurately writing messages
• knowledge of Do Not Disturb and confidential status procedures
• experience with personal and group wake‑up call requests
• ability to handle guest inquiries and refer to relevant persons
• experience managing communications during emergencies
• proficient in maintaining DDD and IDD call records and coordinating billing
• knowledge of monitoring TV channels and public area music
• familiarity with telephone directory, emergency procedures, special promotions and hotel product knowledge
• maintaining cleanliness of the work area
• location: Eastern Province

Skills