Guest Service Center Agent

The Guest Service Center Agent at Avani Riverside Bangkok Hotel serves as a key hotel representative, providing guest information, handling telephone calls, explaining procedures, receiving food orders, and forwarding requests to the appropriate departments. The role includes solving guest problems, completing monthly complaint reports, maintaining service standards, and coordinating with hotel departments.

The successful candidate should have a degree or diploma in Hotel Management, Hospitality, Tourism, Business Administration, or a related field. Experience in guest service, guest relations, front office, call centre, telephone operation, or customer service within hospitality is preferred. The posting also requires strong communication, problem-solving, complaint-handling, multitasking, computer, and English skills.

• Answer telephone calls, obtain guest information, verify information, and transfer calls to other departments.

• Explain hotel procedures, answer questions, solve guest problems, and provide information.

• Receive food orders and forward them to Room Service.

• Complete monthly complaint reports and submit them to the Guest Service Centre Manager.

• Maintain service standards, recommend improved procedures, coordinate with hotel departments, and attend events, shift briefings, and training.

• Bachelor’s degree or Diploma in Hotel Management, Hospitality, Tourism, Business Administration, or a related field.

• Previous experience in guest service, guest relations, front office, call centre, telephone operation, or customer service within hospitality is preferred.

• Strong communication and interpersonal skills with a service-minded personality.

• Excellent telephone etiquette and clear, professional communication with guests.

• Good problem-solving and complaint-handling skills, computer skills including Microsoft Office and hotel systems, and good English communication skills.