Summary: The Guest Service Agent handles incoming calls and guest inquiries, ensuring polite and efficient service that meets hotel standards. Highlights: 1. Answering calls with a friendly, courteous tone 2. Providing information about hotel services to guests 3. Enjoy working in a fast-paced environment **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. **KEY RESPONSIBILITIES** ======================== * 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. **Experience Needed** --------------------- * Fluent in English and Arabic is a must. * Essential to have computer knowledge. * Enjoy working in a fast\-paced working environment. **Required Skills** ------------------- ### **Soft skills** Problem Solving, Active listening, Effective Communication, Friendliness **Optional Skills** ------------------- ### **Soft skills** Collaborative, Team Player **Values** ---------- Integrity, Accountability, Fun, Diversity \& Inclusion **Benefits** ------------ Staff accommodation, Staff transportation, Learning \& development programmes, Hotel restaurant staff rate, Length of service benefits
Fatima Al-Kuwari
Indeed · HR
Fatima Al-Kuwari
Indeed · HR
