About this role
JOB OVERVIEW
The Guest Experience Agent - Telephone manages all incoming and outgoing telephone calls, directing them efficiently to the correct departments or guests. The role ensures clear, professional communication, assists guests with inquiries, and supports internal communication to maintain smooth hotel operations.
DUTIES AND RESPONSIBILITIES
Answer and handle all incoming and outgoing telephone calls promptly and professionally
Transfer calls to the appropriate departments, guests, or staff efficiently
Provide accurate information and assistance to guests and callers
Operate and monitor the hotel’s PBX/switchboard system at all times
Handle wake-up calls, message taking, and call forwarding requests
Maintain clear and courteous communication standards in all interactions
Record and relay messages accurately to guests and departments
Assist with emergency communication procedures when required
Update and maintain call logs and communication records
Support internal communication between hotel departments
Ensure guest privacy and confidentiality of all information
Report any system faults or communication issues to the IT department
Assist guests with basic inquiries about hotel services and facilities
Follow hotel communication protocols and standard operating procedures
Ensure smooth and uninterrupted telephone service operations
Maintain professionalism and calmness during high-volume or emergency situations
QUALIFICATIONS DESIRED
High school diploma or equivalent; diploma in hospitality or communications is an advantage
1–3 years of experience in a PBX, call center, front office, or customer service role (preferably in hospitality)
Basic understanding of telephone switchboard/PBX systems and call handling procedures
Familiarity with hotel operations and guest service standards is an advantage
Basic computer literacy and ability to use communication systems and software
Proficiency in Microsoft Office applications is an advantage
SKILLS
Excellent verbal communication and telephone etiquette
Strong customer service and guest interaction skills
Ability to handle multiple calls and tasks efficiently
Good listening skills and attention to detail
Calm and professional behavior under pressure
Strong organizational and time management skills
Ability to respond quickly and accurately to requests
Basic problem-solving and information handling skills
Teamwork and coordination with different departments
Ability to maintain confidentiality and professionalism
Clear and polite communication in English (additional languages are an advantage)
Reliability, punctuality, and strong work discipline