Job Summary
The Guest Service Agent efficiently manages all internal and external calls, emails, and guest requests while acting as the main liaison between guests and resort departments. The role coordinates pre-arrival arrangements, creates itineraries, makes reservations and bookings, and ensures all guest requests are communicated, monitored, and completed according to One&Only Brand Standards. The position requires excellent customer service, communication, multitasking, problem-solving, and proficiency in Microsoft Office, ALICE, Opera Cloud, SAGA, SevenRooms, OpenTable, and ReviewPro Guest Messaging Hub (GMH).
Key Duties & Responsibilities
Development
Carry out assigned tasks with honesty, transparency, and integrity. Maintain professional relationships with guests and colleagues. Communicate effectively and support a collaborative team environment. Participate in team meetings, inductions, and pre-shift briefings. Assist with workflow planning and capacity management to ensure optimal guest service coverage.
Product
Act as a One&Only Brand Ambassador. Adhere to company ethics, anti-bribery policies, SOPs, quality standards, and brand standards. Maintain confidentiality, workplace discipline, and company philosophy.
Operations
Manage, coordinate, and follow up on all guest requests through ALICE, phone, radio, email, and GMH. Create itineraries and arrange restaurant reservations, spa appointments, activities, and transportation. Inform departments of pre-arrival requests and maintain guest preferences, allergies, and profiles in SAGA. Manage Refreshment Centre requests, Lost & Found shipments, airport luggage follow-up, third-party amenities, and wake-up calls. Respond to guest requests within required service standards. Update guest incidents, profiles, affiliations, and room information in OPERA CLOUD and SAGA. Monitor Rooms Management in OPERA and support Front Office/Concierge when required. Maintain accurate handovers and communicate pending tasks. Demonstrate full knowledge of room categories, property facilities, dining venues, events, activities, amenities, and local attractions. Maintain professional communication with guests via telephone, email, and GMH. Follow all operational procedures, communication standards, PPE, grooming, hygiene, safety, and company policies.
Quality
Coordinate guest requests between Front Office, Housekeeping, and other departments. Contact guests prior to arrival, ensure special requests are fulfilled, and personalize the guest experience. Support spa, dining, activity, and amenity coordination. Ensure prompt response to guest issues through ALICE or telephone. Deliver exceptional telephone and email etiquette, answer calls within 3 rings, and respond to Guest Service requests within established timeframes. Improve guest satisfaction through effective complaint handling, problem resolution, and personalized service.
Skills, Experience & Educational Requirements
Education: High School completed (University Degree optional). Experience: Minimum 2 years in a similar role. Language: English (90% proficiency). Systems: Microsoft Office, OPERA PMS, ALICE, SAGA, SevenRooms, OpenTable, ReviewPro GMH. Key Skills: Organized, multitasking, analytical, customer-oriented, strong interpersonal skills, excellent telephone etiquette, positive attitude, mental agility, and ability to work well under pressure.
How To Apply
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Click the Apply Now button above.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Send your application before the closing date.
Note: Only shortlisted candidates are contacted.
