Guest Service Center Agent – Frontline Phone Support

About the role

As a Guest Service Center Agent you will be the first point of contact for guests calling the hotel. Your upbeat attitude and professional communication will help create memorable experiences and support the overall hospitality standards of the property.

Key responsibilities

• Answer incoming guest calls with a friendly, upbeat demeanor and respond promptly to inquiries and requests.
• Maintain up‑to‑date knowledge of hotel services, amenities, and operational procedures.
• Provide accurate information during emergency situations and relay details to the appropriate teams.
• Utilise the PBX telephone system, computer applications and other communication tools to manage daily call flow.

Required profile

• A genuine passion for delivering hospitality excellence.
• Integrity and a commitment to doing the right thing.
• Leadership mindset that inspires colleagues.
• Team‑oriented attitude that drives collaborative outcomes.
• Strong sense of ownership and accountability.
• Ability to act with urgency and focus on the present moment.

Required skills

• Proficiency with PBX telephone systems.
• Competence in using standard computer applications for call handling and information management.