Guest Service Agent

Roles and responsibilities

First impressions are everything! As a Guest Service Centre Agent / CID Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What You Will Be Doing

• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Answer the telephones professionally and cheerfully, including transferring and routing misdirected calls and taking messages.
• Must adhere to the rules and regulations implemented by the CID department of the Ministry of Interior.
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
  

Qualifications

Your experience and skills include:

• Service focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Fluency in English and Arabic; additional languages are a plus
  

Additional Information

What Is In It For You

• Employee benefit card offering discounted Accor rates worldwide
• Learning programs through our academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our corporate social responsibility activities like Planet 21

• Responding to guest inquiries via phone, email, or in-person, providing information about hotel services and local attractions.
• Assisting with reservations, cancellations, and changes to guest bookings.
• Coordinating with other departments to fulfill guest requests, such as maintenance issues or special amenities.
• Handling guest complaints and feedback with professionalism and empathy.
• Maintaining accurate records of guest interactions and requests.
• Providing information about hotel policies, services, and promotions.

Desired candidate profile

A Guest Service Centre Agent is essential in the hospitality industry, acting as a primary point of contact for guests and providing support for various inquiries and services. Here are key skills and responsibilities associated with this role:

Key Skills

1. Customer Service Excellence: Strong interpersonal skills to ensure guests feel valued and supported.

2. Communication Skills: Clear and effective verbal and written communication to assist guests and coordinate with other departments.

3. Problem-Solving Ability: Quick thinking and resourcefulness to address guest concerns and resolve issues promptly.

4. Multitasking: Ability to handle multiple inquiries or tasks simultaneously while maintaining attention to detail.

5. Tech Proficiency: Familiarity with hotel management software, phone systems, and other technology used in guest services.

6. Active Listening: Skill in understanding guest needs and responding appropriately.

7. Organizational Skills: Effective management of guest requests, bookings, and service details to ensure smooth operations.

8. Cultural Sensitivity: Awareness and respect for diverse backgrounds, enhancing the guest experience.

9. Team Collaboration: Ability to work closely with various departments, such as housekeeping, maintenance, and food service.

10. Adaptability: Flexibility to adjust to changing circumstances and guest needs.