Guest Service Agent at Milestone Hotel

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.

Responsibilities
You Will:

• Be proactive in ensuring all guests are welcomed and departed in a timely and appropriate manner. Make it memorable.
• Demonstrate an awareness of customer priorities, anticipate needs, and build rapport.
• Be fully briefed pre and post shift and be aware of VIP’s or guest with special needs. Be aware of company policy that affect your role and always respect the privacy of our customers.
• Answer incoming calls in a warm, friendly and hospitable manner
• Processing payments and maintaining accurate records
• Handling reservations and guest enquiries
• Accurately capture and update guest information
• Transfer calls, take messages and action requests efficiently and accurately
• Ensuring smooth front office operations
• Continuously capture guest preferences and maintain guest profiles in PMS.
• Ensure that all prescribed and designed process, systems, and standards are maintained.
• Ensure that guest problems are resolved effectively but avoided whenever possible.
• Communicate clearly between customer, reservations and housekeeping and other Milestone Boutique Apartments operating departments.
• Maintain guest balances, room credit availability and credit / deposits control policy.
• To ensure that the Company Health & Safety procedures are adhered to and implemented within the department.

Ideal Candidate

• Due to the nature of the work, the ideal candidate would be fully flexible in their approach to work and be able to work at night, through weekdays, weekends and public holidays.
• You bring excellent communication skills and ideally experience in a guest facing or call handling role, preferably within luxury hospitality. Organised, attentive and proactive, you take pride in creating memorable first impressions and seamless experiences for guests. With a warm personality and a collaborative spirit, you thrive in a fast paced environment and enjoy being part of a team that delivers crafted service.