Guest Service Centre Agent
Minor InternationalJob Description
Job Description
- Handle all incoming and outgoing calls, both internal and external, promptly and professionally in accordance with Oaks service standards.
- Provide accurate information about hotel services, facilities, promotions, and operating hours to guests and colleagues.
- Record all guest requests, inquiries, and complaints accurately in Opera PMS or the service tracking system and ensure timely follow-up until completion.
- Coordinate with relevant departments such as Housekeeping, Engineering, and Food & Beverage to ensure prompt and efficient service delivery.
- Handle wake-up calls, ensure accuracy of details, and complete calls on time.
- Maintain effective communication between departments and ensure smooth daily operation.
- Respond to guest complaints courteously, take ownership of the issue, and ensure proper resolution or escalation when required.
- Assist with lost and found inquiries and ensure correct documentation and coordination with Housekeeping.
- Manage emergency calls by following hotel procedures and maintaining calm, clear communication.
- Uphold guest privacy and confidentiality at all times.
- Maintain updated knowledge of hotel information, events, and local attractions to assist guests effectively.
- Ensure professional telephone etiquette, clear speech, and a friendly tone in all communications.
- Support Front Office operations when required and ensure seamless coordination with other team members.
- Attend training sessions and team briefings to maintain product knowledge and service standards.
- Adhere to grooming standards and represent the hotel professionally at all times.
Qualifications
- Excellent communication and interpersonal skills
- Ability to handle multiple tasks simultaneously
- Strong problem-solving skills
- Proficiency in Microsoft Office
- Flexibility to work different shifts, including weekends and holidays
- High school diploma or equivalent
- Previous experience in customer service or hospitality industry preferred
- Ability to work in a fast-paced environment
- Attention to detail
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