Guest Service Agent

Job Description

Novotel World Trade Centre is currently seeking a Guest Service Agent who will be responsible for providing excellent customer service and ensuring that guests have a pleasant experience at the hotel. The role involves a variety of tasks that contribute to the overall guest experience.

• Greet guests upon arrival and assist with the check-in process.
• Handle check-out procedures, including billing and payment processing.
• Address guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Manage room reservations and cancellations using the hotel’s booking system.
• Assist with modifications to existing reservations.
• Relay messages and information to guests and team members.
• Coordinate with housekeeping and maintenance teams to fulfil guest requests.
• Promote hotel services and amenities, including room upgrades and special packages.
• Handle payments and maintain accurate financial records.
• Ensure adherence to hotel policies and procedures, especially concerning safety and security.
• Handle emergency situations calmly and efficiently.
• Maintain accurate guest records and documentation.
• Assist with inventory management of supplies and amenities.
• Actively solicit and record guest feedback to improve services and address any issues.
• Provide concierge services, including making restaurant reservations, booking transportation, and arranging tours or activities for guests.
• Participate in marketing efforts by promoting hotel packages, loyalty programs, and special promotions to guests.
• Monitor inventory levels of supplies (e.g., brochures, amenities) and coordinate with relevant departments to ensure availability.
• Assist in training new team members on guest service protocols and hotel operations.
• Manage the hotel's lost and found items, ensuring proper documentation and communication with guests.
• Engage with guests on social media platforms, responding to comments and inquiries as needed.
• Stay informed about emergency procedures and participate in drills and training sessions.
• Address any billing discrepancies or payment-related inquiries from guests.

Qualifications

• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Previous experience in customer service or the hospitality industry is preferred.
• Familiarity with hotel management software (e.g., Opera) is advantageous.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts effectively.
• Attention to detail and strong organizational skills.
• Proficiency in using computer systems and Microsoft Office Suite.
• Basic math skills for handling payments and transactions.
• Friendly, approachable demeanour with a focus on guest satisfaction.
• Ability to work flexible hours, including nights, weekends, and holidays.

Additional Information

Your team and working environment:

Diverse, young and vibrant team

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.