Guest Service Agent

Job description

The essential functions of a Guest Service Agent includes but not limited to the followings tasks:-

·         Answering all phone calls incoming through the hotel’s switchboard and promptly deals with the guest’s inquiry

·         Dealing with all guest interactions with the highest level of hospitality and professionalism, including; accommodating guest special requests, resolving customer complaints, answering questions about the hotel services, accepting and delivering wake-up calls and messages, in a timely manner and other guest’s requests

·         Handling guest reservations for the hotel’s Food & Drink Outlets, Spa, Health Club, etc. and delegating the reservation to the concerned department

·         Performing other duties assigned by the Front Office Leadership team, including but not limited to assisting the Front Desk and the Executive Lounge as needed, keep an updated internal telephone extension list, reporting telephone maintenance and operational problems and  ensuring follow-ups are done on a continuous basis

·         Complying with the Hilton Brand Standards and the Hotel’s Policies and Procedures

·         Be able to monitor and respond to hotel emergency and safety situations in an efficient and professional manner

The ideal candidate for this role, should;

·         Have previous work experience, in a similar role, with the knowledge of operating a Switchboard

·         Be flexible to work on shift basis, including; mornings, evenings, weekends and holidays

·         Be fluent in both Maltese and English is a requirement for this position and knowledge of a third language would be considered an asset.

·         Possess positive attitude, good communication and organisational skills and committed to deliver a high level of customer service

·         Be able to work on your own and as part of a team

·         Possess a competent level of IT proficiency