Guest Service Agent

Hollybank Trustees Ltd; Cork; On-site; EUR 28,000 - 36,000; Full time

Job summary

Hollybank Trustees Ltd seeks a Guest Service Agent for a Cork City hotel to ensure outstanding guest experiences from arrival to check-out. You will assist guests, answer queries about local attractions, and coordinate with staff to deliver seamless service.

Candidates should have 2+ years in a similar luxury hotel role, excellent English, and strong customer-service skills, with a professional appearance and proactive attitude. Training is provided.

Qualifications

• Excellent communication skills verbal and written.
• 2 years’ experience in a similar position with a 4 or 5 star Hotel background preferred.
• Excellent customer service and interpersonal skills.
• Intermediate Computer skills. Ability to compile reports.
• Ability to work on own initiative.
• Strict policy and procedural work ethic and excellent organizational, administrative skills.
• Knowledge of H&S, Crisis response, Haccp and Fire safety procedures.
• Opera experience. Must be able to speak, read, write and understand English used in the workplace.
• Punctual and reliable.
• Excellent succession opportunities.

Responsibilities

• Welcome guests with high-level customer service, assisting with doors, luggage, and lifts.
• Check guests in and out.
• Maintain impeccable appearance and grooming.
• Provide flawless, upscale guest service experiences.
• Respond to guest needs and anticipate unstated ones.
• React promptly to guest inquiries and resolve complaints.
• Coordinate communication between guests and staff and ensure service recovery.
• Promote hotel amenities and help plan itineraries.

Skills

Communication

Interpersonal skills

Report writing

Initiative

Organizational skills

HACCP

Fire safety

Tools

Opera

Job description

Location: On site / Cork City, Cork, Ireland
job type: Permanent / Full-time
Sector and subsector: Hospitality | Front of House
Salary: Competitive salary

The Guest Service Agent is responsible for making guests feel welcome, assist in their every need throughout the day and exceed their expectations. The ideal candidate will ensure guests receive above-and-beyond service and anticipate guest needs at all times. The Guest Service Agent will be at hand to help guests with their queries about local attractions and amenities as well as all in house facilities from pool times to bar menus.

KEY DUTIES AND ACTIVITIES:

• Welcome the guest in to the Hotel with the highest customer service assisting them in every way we can with doors, luggage, and lifts.
• Check guests in and out.
• Impeccable appearance and personal grooming.
• Ensure and provide flawless, upscale, professional and high class guest service experiences.
• Respond to guests needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquiries.
• Actively listen to and resolve guests’ complaints.
• Coordinate communication between guests and staff and follow up to ensure complete service recovery.
• Promote all amenities, conveniences and programs offered and ability to work out itineraries.
• Fully aware of all local amenities.
• React and execute a crisis response procedure while providing excellent customer service with the least disruption.
• Coordinate all positive guest comment cards.
• Ensure the overall comfort and satisfaction of the guest.
• Increase customer satisfaction.

EXPERIENCE / REQUIREMENTS (Mandatory & Desired):

• Excellent communication skills verbal and written.
• 2 years’ experience in a similar position with a 4 or 5 star Hotel background preferred.
• Excellent customer service and interpersonal skills.
• Intermediate Computer skills. Ability to compile reports.
• Ability to work on own initiative.
• Strict policy and procedural work ethic and excellent organizational, administrative skills.
• Knowledge of H&S, Crisis response, Haccp and Fire safety procedures.
• Opera experience. Must be able to speak, read, write and understand English used in the workplace.
• Punctual and reliable.
• Excellent succession opportunities.

Job Types: Full-time

Experience:

• Reception: 1 year (preferred)

Language:

• Ireland (required)