22 Oct
IHG Hotels & Resorts
Ras al Khaimah
Job Summary:
As a Guest Services Agent, you will provide exceptional customer service, ensuring every guest feels valued and well taken care of. You will handle incoming guest requests, inquiries, and complaints, delivering prompt and personalized service in line with hotel standards. Your role involves rotating shifts and close collaboration with other departments to create memorable guest experiences.
Responsibilities:
1. Deliver prompt, courteous, and efficient service to all guests, ensuring high customer satisfaction.
2. Handle guest inquiries and requests, ensuring all needs are met promptly and according to Brand Standards.
3. Assist guests with local information, hotel facilities, and current events to enhance their stay.
4.
Manage incoming calls, handle wake-up calls, and respond to emergency calls efficiently.
5. Maintain guest privacy and confidentiality at all times.
6. Use hotel operating systems (Alcatel, Opera, Messagebox) to log requests and manage tasks.
7. Take ownership of guest complaints and escalate to the Manager on Duty when necessary, following up to ensure resolution.
8. Coordinate with other departments to ensure smooth operations and guest satisfaction.
9. Perform shift rotations (morning, afternoon, night), attend briefings, and complete all assigned tasks.
10. Stay updated on emails, handovers, and departmental communications.
Requirements:
1. Minimum of two years' experience in a 5-star hotel, call center, or customer service-related role.
2. Proficiency in Microsoft Office and Outlook; experience with Opera system is an advantage.
3. Excellent verbal and written communication skills in English, with knowledge of an additional language being a plus.
4. Ability to multitask,
work independently, and collaborate with a team.
5. Friendly, outgoing personality with a passion for customer service.
6. Enthusiastic, eager to learn, and committed to delivering excellent service.
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▶️ Instant Service Agent - Ras Al Khaimah
🖊️ IHG Hotels & Resorts
📍 Ras al Khaimah