Guest Service Centre Agent

Handle all incoming and outgoing calls, both internal and external, promptly and professionally in accordance with Oaks service standards.

Provide accurate information about hotel services, facilities, promotions, and operating hours to guests and colleagues.

Record all guest requests, inquiries, and complaints accurately in Opera PMS or the service tracking system and ensure timely follow-up until completion.

Coordinate with relevant departments such as Housekeeping, Engineering, and Food & Beverage to ensure prompt and efficient service delivery.

Handle wake-up calls, ensure accuracy of details, and complete calls on time.

Maintain effective communication between departments and ensure smooth daily operation.

Respond to guest complaints courteously, take ownership of the issue, and ensure proper resolution or escalation when required.

Assist with lost and found inquiries and ensure correct documentation and coordination with Housekeeping.

Manage emergency calls by following hotel procedures and maintaining calm, clear communication.

Uphold guest privacy and confidentiality at all times.

Maintain updated knowledge of hotel information, events, and local attractions to assist guests effectively.

Ensure professional telephone etiquette, clear speech, and a friendly tone in all communications.

Support Front Office operations when required and ensure seamless coordination with other team members.

Attend training sessions and team briefings to maintain product knowledge and service standards.

Adhere to grooming standards and represent the hotel professionally at all times.