Hotel Guest Service Executive

Description

Provide courteous and efficient service while striving to fulfill each guest's requests whenever possible. Promptly handle all telephone calls, ensuring they are answered within three rings to maintain a high standard of service. Additionally, stay well-informed about the hotel’s room types, rates, and availability to offer accurate information and maximize upselling opportunities. Take ownership of guest issues and complaints by addressing them promptly in accordance with established procedures. When necessary, escalate concerns to a supervisor for further follow-up and document glitches to ensure thorough resolution. Maintain strict adherence to guest room security protocols, emergency and fire procedures, and encourage the use of safe deposit boxes (El-Safe) in line with hotel policies. Stay knowledgeable about the hotel’s facilities, functions, and major local attractions or events to provide guests with helpful and accurate recommendations. Finally, foster professional and courteous relationships with colleagues while maintaining clear and effective communication across all departments.

Responsibilities and Duties

Workweek: 5 days per week Shift Timings: OA Shift: 7:30 AM to 5:00 PM / 7:00 AM to 4:30 PM OB Shift: 1:00 PM to 10:30 PM / 1:30 PM to 11:00 PM OC Shift: 10:00 PM to 7:30 AM / 10:30 PM to 8:00 AM / 11:00 PM to 8:30 AM

Qualifications and Requirements

Ability to provide courteous and efficient service while addressing guests’ requests whenever possible. Promptly handle telephone calls, ensuring they are answered within three rings. Familiarity with various hotel room types, rates, and availability; ability to up-sell where possible. Strong problem-solving skills to address guest complaints promptly and escalate issues as needed while maintaining proper documentation (e.g., glitch reports). Knowledge of guest room security, emergency procedures, and fire protocols. Ability to promote and adhere to safe deposit box (El-Safe) policies and procedures. Familiarity with hotel facilities, functions, local attractions, and events to provide accurate information to guests. Strong interpersonal skills to maintain professional and courteous relationships with colleagues and effective communication across departments.

Working Condition

Salary

Basic Salary 2500

Allowance Shift-based work schedule (OA, OB, OC shifts).

Working hours

5 days per week