Contact 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.
Guest Communication:

Respond to guest inquiries, requests, and concerns via phone, email, and in-person, providing accurate information regarding hotel services, facilities, policies, and local attractions.
Handle guest complaints and special requests with empathy, professionalism, and a solutions-oriented approach.
Maintain a positive and friendly tone in all communications, ensuring a high level of guest satisfaction.
Reservations & Check-ins:

Assist with guest reservations, both for individuals and groups, ensuring all requests are recorded accurately in the reservation system.
Provide guests with information on available room types, rates, promotions, and services, facilitating the booking process.
Manage guest check-ins and check-outs, ensuring all guest information is accurate and processed efficiently.
Offer assistance to guests during their check-in process, including explaining hotel amenities, services, and policies.
Guest Requests & Services:

Handle and process special guest requests such as wake-up calls, room service orders, restaurant reservations, spa appointments, and transportation arrangements.
Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests promptly and accurately.

Desired candidate profile

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
Strong communication skills, both verbal and written, with the ability to effectively interact with guests and team members.
Proficient in using computer systems, office software, and hotel management systems.
Ability to multitask, prioritize, and remain calm under pressure in a fast-paced environment.
Problem-solving skills with the ability to handle guest concerns and requests in a professional manner.
Excellent organizational skills, with attention to detail and the ability to maintain accurate records.
Strong customer service orientation, with a friendly and approachable personality.
Personal Attributes:

Professional appearance and demeanor, adhering to company grooming standards.
Positive, enthusiastic attitude and a strong desire to create memorable guest experiences.
Reliable, punctual, and able to work flexible hours, including nights, weekends, and holidays.