Guest Service Center Agent

Sofitel Luxury Hotels

Summary of Responsibilities

Responsibilities include but are not limited to:

Offer professional, consistent, friendly and engaging service

Process all external and internal calls by redirecting calls or directly assisting the caller

Take ownership of the caller’s request and ensure follow-up according to the hotel’s standards

Take orders for In Room Dining

Maintain knowledge and awareness of all departments within the hotel

Maintain accurate records of guest calls to maintain data integrity

Serve as a liaison for guests by providing information relating to all aspects of the hotel

Maintain knowledge of the hotel’s emergency procedures

Adhere to all departmental and hotel policies, procedures and standards - including safety and environmental initiatives

Other duties as assigned

Qualifications

Previous customer service experience is an asset

Previous food and beverage experience is an asset

Must possess outstanding guest service skills, including professional verbal communication skills

Proficient in the use of Microsoft Office applications (Outlook, Word, Excel)

Strong interpersonal and problem-solving abilities

Highly responsible and reliable

Ability to work well under pressure in a fast-paced, team-based environment