Description:
Summary: As a Guest Service Operator, you'll be the voice of our hotel - connecting with guests and ensuring their needs are met with a personal touch. Your primary responsibility will be to manage incoming calls, assist guests with inquiries, and enhance their overall experience. We pride ourselves on delivering unforgettable experiences to our guests. As a luxury destination, we are dedicated to providing exceptional service that reflects our commitment to excellence.
Responsibilities
- Be the First Point of Contact: Greet callers with warmth and professionalism, providing them with a welcoming experience from the moment they reach out.
- Provide Stellar Service: Share insider tips about hotel amenities, local attractions, and dining options, making every interaction special.
- Problem Resolution: Address guest concerns or complaints effectively, with a solution-oriented approach, ensuring their satisfaction and comfort, escalating issues to management when necessary.
- Streamline Communication: Connect guests with the appropriate departments ensuring seamless service delivery.
- Maintain Records: Maintain accurate logs of calls, messages, and requests for follow-up.
- Collaborate with Teams: Work alongside front desk staff, housekeeping, and other departments to deliver a cohesive guest experience.
- Stay Prepared: Be familiar with hotel emergency procedures and protocols to ensure guest safety and well-being.
Qualifikationen
Experience/Certificates/Education
- Bachelor’s degree in Hotel Management or related field preferred.
- A minimum of 1-2 years of proven experience in an ultra-luxury hospitality environment, preferably within a Forbes 5-Star property.
- A background in reservations management, with a demonstrated ability to deliver exceptional service and exceed guest expectations.
- Impeccable attention to detail and a relentless pursuit of excellence in all interactions.
- Exceptional communication skills, both verbal and written, with the ability to convey sophistication and professionalism.
- Proficiency in computer literacy, including relevant software applications and experience with the Opera system.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- The capability to thrive in a fast-paced environment while maintaining composure under pressure.
- Ability to work independently and as part of a team.
- Strong analytical skills and a strategic mindset, enabling proactive identification of revenue opportunities and sales leads.
- Fluency in multiple languages is advantageous, enhancing the ability to cater to the diverse needs of our international clientele.
- A passion for hospitality excellence and a commitment to upholding the prestigious reputation of our ultra-luxury hotel.