Guest Services Agent

About the role

The Guest Services Agent provides professional, prompt assistance to hotel guests and internal teams through a high‑volume contact centre. The role ensures that guest expectations are met from pre‑arrival to departure while adhering to Forbes standards and company policies.

Key responsibilities

• Answer multi‑line calls and emails, directing inquiries to the appropriate department.
• Maintain up‑to‑date knowledge of hotel services, events, gaming, food & beverage, and entertainment offerings.
• Capture detailed information from each interaction and process or forward requests accurately.
• Resolve guest complaints to satisfaction and escalate complex issues when necessary.
• Maintain quality standards throughout the guest journey, from reservation to checkout.
• Record and track all communications using the Opera property‑management system.
• Participate in daily briefings, monthly meetings, and training sessions.

Required profile

• Strong familiarity with Opera, Microsoft Excel, PowerPoint, and Word.
• Excellent verbal and written communication skills.
• Ability to handle a high volume of calls and emails efficiently.
• Detail‑oriented with accurate data entry capabilities.
• Team‑player who follows schedules and company policies.

Required skills

• Opera (hotel property‑management system)
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word

What we offer

• Opportunity to work in a dynamic resort environment.
• Professional development and training programs.
• Collaborative team culture focused on guest satisfaction.