Job Title: Guest Service Agent

Location: Opal Hotel Amman

Job Description:

We are looking for an enthusiastic, customer-oriented Guest Service Agent to join our team at [Hotel Name]. As a Guest Service Agent, you will be the first point of contact for our guests, ensuring they receive exceptional service throughout their stay. If you have a passion for hospitality, problem-solving, and making guests feel welcomed, we want to hear from you!

Key Responsibilities:

• Guest Assistance & Inquiries:

• Greet guests in a warm and professional manner, offering assistance and information regarding the hotel’s amenities, services, and local attractions.
• Handle guest inquiries and provide information to enhance their stay, ensuring a personalized experience.

• Reservations & Coordination:

• Assist with making and managing reservations, ensuring guest preferences are accommodated.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences and room readiness.

• Phone & Email Communication:

• Answer and direct incoming calls to the appropriate departments, ensuring efficient communication and timely service.
• Handle guest inquiries and requests through email, ensuring professional and prompt responses.

• Guest Satisfaction & Problem Resolution:

• Proactively identify and address guest concerns or issues, ensuring full guest satisfaction.
• Handle complaints with professionalism, find appropriate solutions, and follow up with guests to ensure their needs are met.

• Upselling & Promotions:

• Inform guests about hotel services, promotions, and upgrades to enhance their experience and maximize revenue.
• Provide recommendations for dining, activities, and services within the hotel and surrounding area.

• Emergency Response:

• Respond appropriately to any emergency situations, ensuring guest safety and notifying the relevant departments as needed.
• Maintain a calm and professional demeanor in handling guest emergencies or issues.

• Administrative Support:

• Assist with administrative tasks such as maintaining guest records, processing payments, and keeping track of special guest requests.
• Ensure all guest-related information is kept up to date in the system for accurate service delivery.

Qualifications:

• High school diploma or equivalent required; a degree in hospitality or a related field is a plus.
• Proven experience in a customer service role, preferably in the hospitality industry.
• Excellent communication skills in both [local language] and English.
• Strong problem-solving and multitasking abilities.
• A positive, friendly, and professional attitude.
• Ability to work well under pressure and in a fast-paced environment.

Working Hours:

• Shifts include working in the morning and evening, with the possibility of weekend and holiday shifts as needed.