Guest Service Agent

Roles and responsibilities

The primary responsibility of a guest service agent is to provide expertise services in a courteous manner. You are responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.
You will handle all guest enquires, requests and comments promptly and efficiently, ensuring their stay in the hotel is to their satisfaction.

Qualifications

A strong focus on customer service
Prior experience in hotel front office operations
Excellent communication skills; fluency in English and Arabic is required
Be able to work shifts, weekends and public holidays
Computer skills in Ms Office; experience with OPERA is required
Guest Reception

Greet and welcome guests upon arrival.
Check guests in and out efficiently, handling all necessary paperwork.
Customer Service

Respond to guest inquiries, requests, and complaints promptly and professionally.
Provide information about the hotel, amenities, and local attractions.
Reservation Management

Manage room bookings and reservations using property management systems.
Assist with changes to reservations and cancellations as needed.
Billing and Payment Processing

Process payments and ensure accurate billing for guests.
Handle cash and credit card transactions securely.
Communication

Coordinate with housekeeping and maintenance staff to fulfill guest needs.
Relay important information to guests regarding their stay.
Problem-Solving

Address guest concerns and resolve issues efficiently to ensure guest satisfaction.
Escalate unresolved issues to management when necessary.
Administrative Tasks

Maintain accurate records of guest information and transactions.
Assist in preparing reports as required by management.
Desired Candidate Profile
Educational Qualifications
High School Diploma: Required; a degree in hospitality management or a related field is a plus.
Experience
Previous Experience: 1-3 years in a customer service role, preferably in the hospitality or hotel industry.
Key Skills
Communication Skills: Strong verbal and written communication skills for interacting with guests and staff.
Customer Service Orientation: Dedication to providing outstanding service and enhancing guest experiences.
Problem-Solving Abilities: Ability to think quickly and resolve issues effectively.
Organizational Skills: Strong multitasking skills to manage various tasks simultaneously.
Personal Attributes
Friendly and Approachable: Warm demeanor that makes guests feel comfortable.
Detail-Oriented: Keen attention to detail in managing reservations and guest interactions.
Adaptable: Ability to handle changing priorities and work in a fast-paced environment.
Technical Skills
Property Management Systems: Familiarity with hotel management software (e.g., Opera, Fidelio).
Basic Computer Skills: Proficiency in using computers and standard office software.

Desired candidate profile

Here’s a detailed desired candidate profile for a Guest Service Agent, outlining the educational qualifications, experience, key skills, and personal attributes:

### **Desired Candidate Profile: Guest Service Agent**

#### **Educational Qualifications**
- **High School Diploma**: Required; a degree in hospitality management or a related field is preferred.

#### **Experience**
- **Previous Experience**: 1-3 years in a customer service role, ideally in the hospitality or hotel industry.

#### **Key Skills**
- **Communication Skills**: Excellent verbal and written communication skills for interacting with guests and staff.
- **Customer Service Orientation**: Strong dedication to providing exceptional service and enhancing guest experiences.
- **Problem-Solving Abilities**: Ability to think quickly and effectively resolve issues.
- **Organizational Skills**: Strong multitasking capabilities to manage various responsibilities simultaneously.

#### **Personal Attributes**
- **Friendly and Approachable**: Warm demeanor that creates a welcoming atmosphere for guests.
- **Detail-Oriented**: Keen attention to detail in managing reservations and guest interactions.
- **Adaptable**: Flexible in handling changing priorities and working in a fast-paced environment.
- **Team Player**: Collaborative spirit, willing to work with colleagues to achieve common goals.

#### **Technical Skills**
- **Property Management Systems**: Familiarity with hotel management software (e.g., Opera, Fidelio).
- **Basic Computer Skills**: Proficiency in using computers and standard office software.

This profile ensures that the Guest Service Agent can effectively support guests, manage their needs, and contribute positively to the overall experience at the establishment.