Guest Service Centre Agent

Minor International

Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, and thank guests with genuine appreciation

• Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
• Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact the appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest calls, requests, or problem
• Follow up with guests to ensure their requests or problems have been met to their satisfaction
• Supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities
• Review shift logs/daily memo books and document pertinent information in logbooks
• Develop and maintain positive working relationships with others, and support the team to reach common goals
• In case of emergency, handles all communications for the hotel whilst serving as the communication center
• Maintain the neatness of their working area at all times