Guest Service Agent

About the role

The Guest Service Agent is the voice of the hotel, handling all incoming telephone contacts with a clear, courteous tone. You will ensure guests receive prompt assistance, accurate information, and a seamless experience while adhering to the hotel's service standards.

Key responsibilities

• Answer all incoming calls promptly, following the hotel's telephone etiquette.
• Direct calls to guests, staff, or other departments via the switchboard while maintaining privacy and confidentiality.
• Place outgoing calls, record call details, and manage related toll charges.
• Report telephone defects to the technical department and perform related administrative tasks.
• Calculate and quote charges for services such as long‑distance connections.
• Take and deliver messages, handle emergency calls, and provide health and safety information.
• Promote hotel services, products, and promotions when appropriate.
• Manage wake‑up calls, paging services, and set up conference calls as needed.
• Update reservation and directory information in the system.
• Collaborate closely with reception, housekeeping, food & beverage, banqueting, kitchen, and sales teams.
• Maintain clean and organized work areas, including filing and record‑keeping.

Required profile

• Fluent in English and Arabic.
• Strong computer literacy.
• Ability to work efficiently in a fast‑paced environment.
• Polite, courteous, and professional telephone manner.

Required skills

What we offer

• Opportunity to work in a dynamic hospitality environment.
• Collaboration with multiple hotel departments.
• Professional development in guest service excellence.