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Title
Text copied to clipboard!Guest Service Agent
Description
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We are looking for a Guest Service Agent to join our team and provide excellent customer service to our hotel guests. You will welcome guests, manage reservations, provide information about rooms, rates and amenities, and respond to guests’ complaints in a timely and professional manner. If you have a knack for customer service and a passion for hospitality, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.
Responsibilities
Text copied to clipboard!- Welcome guests upon their arrival
- Manage online and phone reservations
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees
- Upsell additional facilities and services
- Maintain updated records of bookings and payments
- Perform all check-in and check-out tasks
- Manage online and phone reservations
Requirements
Text copied to clipboard!- Work experience as a Guest Service Agent, Receptionist or similar role
- Experience with hotel reservations software
- Understanding of how travel planning websites operate
- Customer service attitude
- Excellent communication and organizational skills
- Degree in hotel management is a plus
- Ability to speak multiple languages is a plus
- Ability to work flexible hours
- Professional appearance and attitude
- Ability to handle stressful situations with professionalism
Potential interview questions
Text copied to clipboard!- How would you handle a difficult guest?
- What strategies do you use to manage your time effectively?
- Can you describe a time when you went above and beyond for a guest?
- How do you handle complaints?
- What languages do you speak?