SUMMARY

The Guest Service Agent is responsible for answering incoming calls while speaking clearly, distinctly and with a friendly, courteous tone. They deal with the requirements and questions of guests in the way that is up to the hotel standards.

KEY RESPONSIBILITIES

• Answering all incoming calls timely and according to the company’s telephone etiquette.
• Direct calls to guests, staff or other departments through the switch board always ensuring the guest’s privacy and confidentiality is kept.
• Place outgoing calls.
• Keep records of calls placed and received, and of related toll charges.
• If electronic system is down, to record all-chargeable calls and post them on the guest’s invoice
• Report all telephone defects to the technical department
• Perform administrative work relating to technical faults and problems
• Calculate and quote charges for services such as long-distance connections.
• Takes messages for guests and delivers the same to guests.
• Knows what is required when an emergency call has to be made.
• Is aware of health and safety regulations in the hotel.
• Provides information about hotel services to guests.
• Promote hotel products, services, and promotions when appropriate.
• Keeps track of the wake-up calls and performs wake-up call services.
• Always is polite and courteous on the phone.
• Performs paging services to associates and guests if applicable.
• Set up of conference calls if required.
• Update information about reservations to the departments or in the systems.
• Update directory information.
• Helps with other administrative tasks.
• Work in close cooperation with reception, housekeeping, restaurants, banqueting, kitchen and sales department.
• Performs filing and record keeping activities and ensure that work areas are kept clean and maintained.