Guest Service Agent at Milestone Hotel

About the Role

As a Guest Services Agent, you will be the first voice of Milestone Boutique Apartments, 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 Milestone Boutique Apartments's 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
• Be fully briefed before and after shifts and stay aware of VIPs or guests with special needs
• Respect company policy and maintain the privacy of all customers
• Answer incoming calls in a warm, friendly, and hospitable manner
• Process payments and maintain accurate records
• Handle reservations and guest enquiries effectively
• Accurately capture and update guest information in the Property Management System (PMS)
• Transfer calls, take messages, and action requests efficiently and accurately
• Ensure smooth front office operations
• Continuously capture guest preferences and maintain comprehensive guest profiles
• Maintain all prescribed processes, systems, and standards
• Resolve guest problems effectively while working to prevent issues
• Communicate clearly between customers, reservations, housekeeping, and other departments
• Maintain guest balances, room credit availability, and credit/deposit control policies
• Ensure Company Health & Safety procedures are adhered to and implemented within the department

Ideal Candidate

Due to the nature of the work, the ideal candidate will be fully flexible in their approach to work and able to work nights, weekdays, weekends, and public holidays.

You bring excellent communication skills and a professional, service-oriented approach to hospitality.