Guest Service Agent

Company Description

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Job Description

ibis World Trade Centre Hotel 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.