A Customer Service Representative / Guest Service Agent is responsible for providing outstanding customer service and ensuring guests have a positive experience from arrival to departure. This role serves as the first point of contact for guests, handling inquiries, reservations, check-ins, check-outs, and resolving issues professionally and efficiently.
Key Responsibilities:
- Welcome guests warmly and provide a professional first impression.
- Perform check-in and check-out procedures accurately and efficiently.
- Answer phone calls, emails, and online inquiries regarding reservations and hotel services.
- Assist guests with room bookings, modifications, and cancellations.
- Provide information about hotel facilities, local attractions, transportation, and nearby services.
- Handle guest requests, complaints, and special requirements promptly and courteously.
- Process payments, issue invoices, and maintain accurate guest records.
- Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
- Maintain the reception area in a clean and organized manner.
- Follow company policies, security procedures, and data privacy standards.
Requirements:
- High school diploma or equivalent; hospitality or customer service qualifications are an advantage.
- Previous experience in customer service, hospitality, or hotel reception is preferred.
- Excellent verbal and written communication skills.
- Strong interpersonal and problem-solving abilities.
- Proficiency in Microsoft Office and hotel property management systems is an advantage.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
- Professional appearance and a customer-focused attitude.
- Fluency in Italian; knowledge of English or other foreign languages is highly desirable.
Skills:
- Customer service excellence
- Communication and active listening
- Problem-solving and conflict resolution
- Time management and multitasking
- Attention to detail
- Teamwork and collaboration
- Computer literacy
- Cash handling and payment processing
- Organization and adaptability
Job Types: Full-time, Part-time
Pay: €22,000.00 - €27,000.00 per year
Work Location: In person
