Customer Service Representative / Guest Service Agent

Description

Summary: A Customer Service Representative / Guest Service Agent delivers exceptional service by assisting with inquiries, managing reservations, resolving issues, processing payments, and ensuring a positive customer journey. Highlights: 1. Serve as the first point of contact, ensuring excellent customer service. 2. Handle inquiries, reservations, payments, and resolve customer issues promptly. 3. Utilize strong communication, problem-solving, and organizational skills. A **Customer Service Representative / Guest Service Agent** is responsible for providing outstanding service to customers and guests by assisting with inquiries, handling reservations or bookings, resolving issues, processing payments, and ensuring a positive experience from arrival to departure or throughout the customer journey. This role serves as the first point of contact and represents the company's commitment to excellent customer service. **Key Responsibilities:** * Welcome customers and guests in a friendly and professional manner. * Respond to inquiries via phone, email, chat, and in person. * Check guests in and out, verify reservations, and process bookings. * Handle customer requests, complaints, and concerns promptly and professionally. * Process payments, refunds, invoices, and maintain accurate transaction records. * Provide information about products, services, facilities, promotions, and local attractions when applicable. * Coordinate with housekeeping, maintenance, sales, or other departments to ensure customer satisfaction. * Maintain accurate customer records using reservation or customer relationship management (CRM) systems. * Answer incoming calls and direct them to the appropriate department. * Ensure the reception or front desk area remains clean, organized, and welcoming. * Follow company policies regarding privacy, security, and customer service standards. * Assist with administrative duties such as filing, scheduling, and preparing reports. **Qualifications:** * High school diploma or equivalent (associate's or bachelor's degree is an asset). * Previous experience in customer service, hospitality, retail, or front desk operations is preferred. * Excellent verbal and written communication skills. * Strong interpersonal and problem\-solving abilities. * Proficiency in Microsoft Office and customer service, reservation, or CRM software. * Ability to multitask and remain calm in a fast\-paced environment. * Strong organizational skills and attention to detail. * Professional appearance and positive attitude. * Flexibility to work weekends, holidays, and rotating shifts if required. **Preferred Skills:** * Excellent customer service and conflict resolution abilities. * Active listening and empathy. * Time management and organizational skills. * Cash handling and payment processing experience. * Ability to work independently and as part of a team. * Multilingual skills are an advantage Pay: QAR65,000\.00 \- QAR75,000\.00 per year Work Location: In person