Job Title:
Customer Service Representative
Description:
We are seeking a highly skilled Customer Service Representative to join our team. As a key member of our front desk operations, you will be responsible for delivering exceptional service from check-in to check-out, responding to guest requests promptly, courteously, and professionally.
Main Responsibilities:
* Act as the communication hub between guests and hotel departments, handling calls, messages, and wake-up requests efficiently and in line with brand standards.
* Support daily front desk operations including VIP arrivals, group check-ins, system downtimes, and shift handovers, ensuring all procedures are followed.
* Promote hotel services and amenities through confident upselling and sound product knowledge to enhance the guest experience and drive revenue.
* Contribute to guest satisfaction goals, including TrustYou initiatives, and assist with ad hoc tasks as directed by the Front Desk leadership team.
Requirements:
* Previous Front Office or Guest Services experience in a hotel or hospitality environment is desirable, however not essential.
* Proficiency in Opera PMS or similar property management systems, with a strong grasp of check-in / out, reservations, and cashiering functions.
* Excellent communication skills, both verbal and written, with the ability to interact professionally with guests and internal teams.
* Strong attention to detail and accuracy in managing guest accounts, billing, and administrative tasks.
* Experience with upselling or promoting services, ideally in a customer-facing or sales-oriented role.
* Knowledge of hotel operations, including VIP handling, group check-ins, and business centre services.
* Ability to multitask and stay calm under pressure, especially during peak periods or when handling guest complaints.
* Understanding of front office procedures and policies, including manual procedures during system outages.
* Flexibility to work rotating shifts, including weekends, evenings, and public holidays as required.