Guest Service Agent – Operator

About the role

The Guest Service Agent – Operator provides front‑line support to hotel guests, handling inquiries, requests, and communications through multiple channels. You will ensure each guest experience is smooth, personalized, and aligned with the hotel’s high standards.

Key responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls, and route calls to the appropriate departments.
• Log all guest requests in the computer system and follow up to confirm resolution.
• Provide information on room features, hotel amenities, and local attractions.
• Process room‑service orders, advise on menu selections, and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment systems.
• Maintain professional appearance, confidentiality, and adherence to company policies.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.
• Excellent communication skills and a courteous, professional demeanor.

Required skills

• Basic computer literacy.
• Experience with point‑of‑sale (POS) systems.
• Telephone switchboard operation.