Guest Service Agent

Sheraton Grand İstanbul Ataşehir

Start Your Journey With Us 

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton. 

JOB DESCRIPTION

• Answer all incoming calls within maximum three rings by operating telephone switchboard station.

• Ensure GXP program is used effectively at all times to increase guest satisfaction. 

• Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. 

• Answer, record, and process all guest calls, requests, questions, or concerns. 

• Receive, record, and relay messages accurately, completely, and legibly. 

• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. 

• Comply with quality assurance expectations and standards. 

• Provide information to guests about room features, property amenities, and local areas of interest.

• Assist guests with accessing the internet. 

• Report accidents, injuries, and unsafe work conditions to manager. 

• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. 

• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. 

• Speak with others using clear and professional language, and answer telephones using appropriate etiquette. 

• Develop and maintain positive working relationships with others, and support team to reach common goals. 

• Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. 

• Operate OPERA and GXP programs. 

• Assist all departments within front office, as necessary. 

• Perform other reasonable job duties as requested by Supervisors. 

QUALIFICATIONS 

• Graduated from a reputable university (Associate or Bachelor’s degree preferred.) 

• 5-star international hotel chain experience is preferable 

• Fluency in both written and spoken English 

• Ability to interact with guests with a positive attitude 

• Ability to handle multiple tasks on timely manner

• Passionate about the job and open minded