Guest Experience Agent – Telephone Operations

About the role

The Guest Experience Agent – Telephone ensures that every phone interaction at the hotel is handled promptly, professionally, and with a focus on guest satisfaction. You will be the voice of the property, directing calls, providing information, and supporting smooth internal communication.

Key responsibilities

• Answer and handle all incoming and outgoing telephone calls promptly and professionally.
• Transfer calls to the appropriate departments, guests, or staff efficiently.
• Operate and monitor the hotel’s PBX/switchboard system at all times.
• Handle wake‑up calls, message taking, and call‑forwarding requests.
• Record and relay messages accurately to guests and departments.
• Assist with emergency communication procedures when required.
• Update and maintain call logs and communication records.
• Support internal communication between hotel departments while ensuring guest privacy and confidentiality.

Required profile

• High school diploma or equivalent; hospitality or communications diploma is an advantage.
• 1–3 years of experience in a PBX, call centre, front office, or customer‑service role, preferably within a hotel environment.
• Strong attention to detail and ability to remain calm during high‑volume or emergency situations.

Required skills

• Communication Systems
• Call handling procedures
• PBX systems
• Microsoft Office