Guest Service Agent

The Kingsley; Cork; On-site; EUR 24,000 - 30,000; Full time

Job summary

The Kingsley in Cork is seeking a proactive Guest Service Agent to welcome guests, assist with inquiries, and coordinate with hotel staff to deliver seamless service throughout the day. You will handle check-ins, share local information, and contribute to an upscale guest experience.

Fluent English, excellent communication and customer service skills are essential, with prior hotel front desk experience and Opera knowledge highly valued.

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.
• Full clean driver's license.
• Knowledge of H&S, Crisis response, HACCP and Fire safety procedures.
• Opera experience.
• Fluent English required in the workplace.
• Punctual and reliable.

Responsibilities

• Welcome the guest into the Hotel with the highest customer service, assisting with doors, luggage, and lifts.
• Check guests in and out.
• Provide an excellent first impression.
• Respond to guests' needs and anticipate their unstated ones.
• Promote all amenities and assist in planning itineraries.
• Coordinate communication between guests and staff to ensure complete service recovery.
• Actively listen to and resolve guests' complaints.
• Ensure overall comfort and satisfaction of the guest.

Skills

Communication skills

Customer service

Interpersonal skills

Fluent English

Opera PMS

Computer skills

Driver's license

Organizational skills

Crisis response knowledge

HACCP knowledge

Fire safety procedures

Tools

Opera PMS

Job description

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.
• Provide an excellent first impression.
• 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.
• Full clean driver's license.
• 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:

• Fluent English (required)

Work authorisation:

• Ireland (required)

Work Location: In person