The Guest Service Agent is responsible for making guests feel welcome, assisting in their every need throughout the day, exceeding expectations, and supporting reception staff.
The ideal candidate will ensure guests receive above‑and‑beyond service and anticipate guest needs at all times. The Agent will be at hand to help guests with queries about local attractions, amenities, and all in‑house facilities from pool times to bar menus.
This position is available as full‑time or part‑time.
This is a nights only position.
KEY DUTIES AND ACTIVITIES
Welcome the guest to the hotel with the highest customer service, assisting them with doors, luggage, and lifts.
Check guests in and out.
Provide an excellent first impression.
Maintain impeccable appearance and personal grooming.
Ensure and provide flawless, upscale, professional, and high‑class guest service experiences.
Respond to guests’ needs and anticipate their unstated ones.
Expect and react promptly to guests’ requirements and inquiries.
Actively listen to and resolve guests’ complaints.
Coordinate communication between guests and staff and follow up to ensure complete service recovery.
Promote all amenities, conveniences, and programs offered and work out itineraries.
Be fully aware of all local amenities.
React and execute a crisis response procedure while providing excellent customer service with the least disruption.
Coordinate all positive guest comment cards.
Ensure the overall comfort and satisfaction of the guest.
Increase customer satisfaction.
Lead a shift on their own.
EXPERIENCE / REQUIREMENTS (Mandatory & Desired)
Excellent communication skills, verbal and written.
2 years’ experience in a similar position with a 4 or 5 star hotel background preferred.
Excellent customer service and interpersonal skills.
Intermediate computer skills. Ability to compile reports.
Full clean driver’s license.
Ability to work on own initiative.
Strict policy and procedural work ethic and excellent organizational, administrative skills.
Knowledge of H&S, crisis response, HACCP, and fire safety procedures.
Opera experience. Must be able to speak, read, write, and understand English used in the workplace.
Punctual and reliable.
Excellent succession opportunities.
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