Guest Service Agent

Company Description

voco Hotels is a vibrant hospitality brand that blends the comfort of familiarity with the luxuries of a premium hotel. Offering an upscale lifestyle with a relaxed approach, voco Hotels create warm and inviting spaces for guests to unwind. As part of the IHG family, we deliver reliability while embracing individuality, providing memorable and personalized experiences. Our hotels stand out for their distinctive character and excellent service, ensuring every guest feels welcome and valued.

Role Description

We are seeking a full-time Guest Service Agent (Local candidate only) to join our team at voco Ma Belle Nng. This on-site role involves welcoming and assisting guests with check-in and check-out procedures, handling reservations and inquiries, resolving guest requests promptly, and ensuring a positive overall experience. The Guest Service Agent will also collaborate with other departments to ensure smooth communication and provide exceptional customer service in line with IHG brand standards.

Qualifications

• Guest relations and customer service skills, with a focus on delivering positive and engaging experiences.
• Proficiency in handling reservations, front desk operations, and general hospitality practices.
• Problem-solving and conflict resolution skills to address guest concerns effectively and professionally.
• Strong verbal and written communication skills in English; additional language skills are a plus.
• Ability to work flexible hours, including weekends and holidays, in a fast-paced environment.
• Team collaboration skills and a proactive approach to providing support to colleagues and guests.
• Familiarity with hotel management systems or related software is an advantage.
• Previous experience in the hospitality industry or customer-facing roles is preferred.