Service Center Representative

Roles and responsibilities

• To anticipate guest needs, and handle guest inquiries in a helpful and attentive manner.
• To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, Spa promotions and other properties.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• To be proactive and innovative, suggesting alternatives that meet guest needs.
• To develop a close and harmonious working relationship with all hotel departments,
• To attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications

• 
  A strong focus on customer service
• Prior experience in hotel front office operations is preferred
• Excellent communication skills; fluency in English & Arabic will be an asset.
• Be able to work shifts, weekends and public holidays
• Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred

• Guest Communication

  • Respond to guest inquiries via phone, email, or chat, providing information about hotel services, amenities, and local attractions.
  • Handle reservations, modifications, and cancellations efficiently.

• Customer Service

  • Address guest concerns and complaints with empathy and professionalism, ensuring a positive resolution.
  • Provide recommendations and assistance based on guest needs.

• Problem Resolution

  • Proactively identify and resolve issues related to guest experiences or bookings.
  • Escalate complex problems to management when necessary.

• Record Keeping

  • Maintain accurate records of guest interactions and transactions in the property management system.
  • Prepare reports on guest feedback and service quality for management.

• Collaboration

  • Coordinate with other departments (e.g., housekeeping, maintenance) to fulfill guest requests and ensure seamless service.
  • Work closely with team members to enhance overall guest satisfaction.

Desired candidate profile

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

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

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

#### **Experience**
- **Previous Experience**: 1-3 years in a customer service role, particularly in a call center or hospitality environment.

#### **Key Skills**
- **Communication Skills**: Exceptional verbal and written communication skills for clear interaction with guests.
- **Customer Service Orientation**: Strong focus on providing excellent service and addressing guest needs.
- **Problem-Solving Skills**: Ability to think critically and resolve issues efficiently.
- **Multitasking Abilities**: Capable of handling multiple inquiries and tasks simultaneously while maintaining attention to detail.

#### **Personal Attributes**
- **Empathetic and Patient**: Ability to understand and respond to guest concerns with empathy and professionalism.
- **Adaptable**: Flexibility to handle changing situations and priorities in a dynamic environment.
- **Team Player**: Willingness to collaborate with colleagues to enhance guest experiences.

#### **Technical Skills**
- **Call Center Software**: Familiarity with customer relationship management (CRM) software and call handling systems.
- **Basic Computer Skills**: Proficient in using computers, including Microsoft Office Suite and other relevant software.

### **Additional Qualifications**
- **Knowledge of Hospitality Industry**: Understanding of hotel operations and guest service standards is a plus.
- **Language Skills**: Proficiency in multiple languages can be beneficial, especially in diverse environments.

This profile ensures that the Guest Service Center Agent can effectively assist guests, manage inquiries, and contribute positively to their overall experience.