Guest Service Agent

About NH Collection Hotels & Resorts

NH Collection Hotels & Resorts features exquisite hotels situated in iconic buildings spanning Europe, Latin America, the Middle East, Asia, and other regions. Our properties are designed with an eclectic and elegant ambience that inspires remarkable guest experiences through attention to detail and memorable moments. We cater to business travelers, friends, and couples seeking top-notch service, focusing on wellness, culinary delights, culture, and indulgence. Join us in creating extraordinary guest experiences in a premium environment.

Job Summary

The Guest Service Agent acts as the primary contact for guests, ensuring excellent service during their stay. Responsibilities include managing check-ins and check-outs, addressing guest inquiries and complaints, and maintaining guest satisfaction in line with the hotel's quality standards and procedures.

Key Responsibilities

• Warmly welcome guests upon arrival and create a professional first impression.
• Efficiently process guest check-in and check-out transactions.
• Verify accuracy of guest details, bookings, and payment methods.
• Provide comprehensive information about hotel amenities, services, nearby attractions, and transportation options.
• Respond promptly and professionally to guest requests, questions, and complaints.
• Collaborate with housekeeping, maintenance, and other departments to fulfill guest requirements.
• Manage room allocation and update room availability statuses.
• Handle reservation processing including bookings, changes, cancellations, and extensions.
• Maintain detailed guest records using the Property Management System (PMS).
• Manage cash, credit card payments, and currency exchanges according to hotel policies.
• Prepare daily operational reports, guest correspondence, and relevant administrative paperwork.
• Effectively communicate with internal teams to ensure smooth guest service delivery.
• Escalate complex guest issues to supervisors when warranted.
• Participate actively in shift briefings and handovers.
• Maintain confidentiality of guest data at all times.
• Comply strictly with the hotel’s policies, operational guidelines, and brand standards.
• Uphold health, safety, security, and emergency protocols.
• Maintain a professional appearance and reinforce the hotel's service culture.

Qualifications and Skills

• High school diploma or equivalent; additional hospitality qualifications advantageous.
• Previous experience in hospitality, customer service, or front desk operations is preferred.
• Familiarity with Property Management Systems such as Opera or Fidelio is a plus.
• Proficient in Microsoft Office suite.
• Fluent in spoken and written English; knowledge of additional languages is beneficial.
• Exceptional customer service and interpersonal skills.
• Strong communication and problem-solving capabilities.
• Ability to perform effectively in high-pressure, fast-paced settings.
• Excellent organizational and multitasking abilities.
• Professional demeanor and a positive, proactive attitude.
• Attention to detail and accuracy in all tasks.
• Flexibility to work various schedules including weekends, holidays, and night shifts.