Guest Service Agent at Milestone Hotel

About the Role

As a Guest Services Agent at Milestone Hotel, you will be the first voice of the hotel, ensuring every call and enquiry is handled with warmth, professionalism, and care. From transferring calls and taking messages to actioning guest requests, you will provide service that reflects our crafted approach to hospitality and creates a seamless experience for our guests.

Key Responsibilities

• Welcome and bid farewell to all guests in a timely and appropriate manner, creating memorable experiences
• Demonstrate awareness of customer priorities, anticipate needs, and build strong rapport
• Answer incoming calls in a warm, friendly, and hospitable manner
• Process payments and maintain accurate financial records
• Handle reservations and respond to guest enquiries efficiently
• Accurately capture and update guest information in the Property Management System (PMS)
• Transfer calls, take messages, and action requests with accuracy and efficiency
• Ensure smooth front office operations at all times
• Continuously capture and maintain guest preferences and profiles in PMS
• Resolve guest problems effectively while working to prevent issues before they occur
• Communicate clearly between customers, reservations, housekeeping, and other hotel departments
• Maintain guest balances, room credit availability, and enforce credit/deposit control policies
• Be fully briefed before and after each shift, with awareness of VIP guests and those with special needs
• Adhere to and implement company Health & Safety procedures within the department
• Maintain awareness of company policies that affect your role and respect customer privacy at all times

Ideal Candidate

• Flexible and adaptable approach to work
• Ability to work night shifts, weekdays, weekends, and public holidays
• Excellent communication skills

Location

Lagos, Nigeria