Guest Service Agent

Responsibilities:

• Be proactive in ensuring all guests are welcomed and departed in a timely and appropriate manner. Make it memorable.
• Demonstrate an awareness of customer priorities, anticipate needs, and build rapport.
• Be fully briefed pre and post shift and be aware of VIP’s or guest with special needs.
• Be aware of company policy that affect your role and always respect the privacy of our customers.
• Answer incoming calls in a warm, friendly and hospitable manner
• Processing payments and maintaining accurate records
• Handling reservations and guest enquiries
• Accurately capture and update guest information
• Transfer calls, take messages and action requests efficiently and accurately
• Ensuring smooth front office operations
• Continuously capture guest preferences and maintain guest profiles in PMS.
• Ensure that all prescribed and designed process, systems, and standards are maintained.
• Ensure that guest problems are resolved effectively but avoided whenever possible.
• Communicate clearly between customer, reservations and housekeeping and other Milestone Boutique Apartments operating departments.
• Maintain guest balances, room credit availability and credit / deposits control policy.
• To ensure that the Company Health & Safety procedures are adhered to and implemented within the department.

Requirements:

• You must be fully flexible in your approach to work and be able to work at night, through weekdays, weekends and public holidays.
• You bring excellent communication skills and ideally experience in a guest facing or call handling role, preferably within luxury hospitality.
• Organized, attentive and proactive, you take pride in creating memorable first impressions and seamless experiences for guests.
• With a warm personality and a collaborative spirit, you thrive in a fast paced environment and enjoy being part of a team that delivers crafted service.