JOB OVERVIEW The Guest Experience Agent - Telephone manages all incoming and outgoing telephone calls, directing them efficiently to the correct departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations.

DUTIES AND RESPONSIBILITIES

• Answer and handle all incoming and outgoing telephone calls promptly and professionally
• Transfer calls to the appropriate departments, guests, or staff efficiently
• Provide accurate information and assistance to guests and callers
• Operate and monitor the hotel s PBX/switchboard system at all times
• Handle wake-up calls, message taking, and call forwarding requests
• Maintain clear and courteous communication standards in all interactions
• Record and relay messages accurately to guests and departments
• Assist with emergency communication procedures when required
• Update and maintain call logs and communication records
• Support internal communication between hotel departments
• Ensure guest privacy and confidentiality of all information
• Report any system faults or communication issues to the IT department
• Assist guests with basic inquiries about hotel services and facilities
• Follow hotel communication protocols and standard operating procedures
• Ensure smooth and uninterrupted telephone service operations
• Maintain professionalism and calmness during high-volume or emergency situations

Desired Candidate Profile

• High school diploma or equivalent; diploma in hospitality or communications is an advantage
• 1 3 years of experience in a PBX, call center, front office, or customer service role (preferably in hospitality)
• Basic understanding of telephone switchboard/PBX systems and call handling procedures
• Familiarity with hotel operations and guest service standards is an advantage
• Basic computer literacy and ability to use communication systems and software
• Proficiency in Microsoft Office applications is an advantage
• Excellent verbal communication and telephone etiquette
• Strong customer service and guest interaction skills
• Ability to handle multiple calls and tasks efficiently
• Good listening skills and attention to detail
• Calm and professional behavior under pressure
• Strong organizational and time management skills
• Ability to respond quickly and accurately to requests
• Basic problem-solving and information handling skills
• Teamwork and coordination with different departments
• Ability to maintain confidentiality and professionalism
• Clear and polite communication in English (additional languages are an advantage)
• Reliability, punctuality, and strong work discipline