Guest Services Agent

About the role

We are looking for a Guest Services Agent to handle all guest inquiries and requests across multiple communication channels. The role is based in a hotel environment and focuses on delivering prompt, courteous service to ensure guest satisfaction.

Key responsibilities

• Answer, record and process guest requests via telephone, email, chat and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls and direct calls to the appropriate extensions.
• Log all guest requests, coordinate with departments such as Bellperson and Housekeeping, and follow up to confirm resolution.
• Provide information about room features, property amenities and local attractions.
• Process room‑service orders, answer menu questions and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment while adhering to company policies and appearance standards.

Required profile

• Professional appearance, clear communication skills and ability to maintain confidentiality.
• Physical ability to stand, sit, walk for extended periods and lift objects up to 10 lb without assistance.
• Capability to read and verify information in various formats.
• Team‑oriented mindset with a focus on delivering high‑quality guest service.