Service Center Agent

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The Service Center Agent is responsible for managing all service centre activities, including the accurate processing of both incoming and outgoing calls, to ensure guest satisfaction. This role involves handling wake-up calls, assisting guests with international calls and directory queries, and maintaining guest privacy at all times. The Service Center Agent also supports guests with requests, promptly reports complaints to the Service Center Supervisor, and strictly follows emergency procedures in critical situations such as fire or bomb threats. Maintaining a clean and efficient work environment is an essential part of the role.

The ideal candidate should be a people-oriented team player with strong communication skills and the ability to interact effectively with guests and colleagues. An acceptable level of spoken English is required to ensure clear communication with international guests. Attention to detail, reliability, and the ability to remain calm under pressure are key attributes for success in this position. Previous experience in hospitality or customer service is an advantage but not mandatory.

This position plays a vital role in ensuring seamless guest experiences by promptly attending to queries and requests, reporting equipment defects, and supporting the smooth operation of the switchboard and telecommunications systems. The Service Center Agent must demonstrate professionalism, discretion, and a commitment to guest satisfaction while adhering to hotel policies and procedures. Flexibility to carry out additional reasonable duties as assigned ensures that the operator contributes to the overall efficiency and success of the hotel’s service operations.

Other standard responsibilities

• Comply with the company policies
• Work within all pre-set budgetary limits
• Drive and contribute to the overall efficiency of the department
• Motivate and develop team members
• Maintain the confidentiality and privacy of any confidential documents, matters, and techniques
• Should model the Company’s culture at all times.
• Take on other tasks as may be necessary or required