Guest Service Centre Agent

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