Guest Service Agent

Position: Guest Service Agent
Department: Front Office
Location: ADH. Dhigurah, Maldives

We are looking for a professional, responsible and guest-focused Guest Service Agent to join our Front Office team.

The candidate must have previous front office experience in a hotel, resort or guesthouse in the Maldives and must have experience using eZee Absolute.

We are looking for someone who communicates confidently with guests, remains calm under pressure, understands urgency and takes responsibility for getting things done. The candidate must also be flexible, willing to learn and comfortable supporting other departments when required.

Key Responsibilities

* Handle guest check-ins and check-outs professionally and efficiently.
* Manage reservations, room allocations, extensions and amendments.
* Operate eZee Absolute for daily front office operations.
* Respond to guest enquiries, requests and complaints in a polite, friendly and professional manner.
* Maintain a proper customer service tone at all times.
* Remain calm and think clearly when dealing with difficult guests, complaints or unexpected situations.
* Take ownership of guest issues and follow through until resolved or properly handed over.
* Understand priorities and act with a strong sense of urgency when an urgent task or guest request is assigned.
* Complete assigned tasks without requiring constant reminders.
* Coordinate with Housekeeping, F&B, Maintenance, Reservations and Management when required.
* Answer calls, WhatsApp messages, emails and other guest communications promptly and professionally.
* Provide guests with accurate information about the property, facilities, services, transfers and excursions.
* Handle payments, invoices and other front office transactions accurately.
* Maintain accurate guest information, reservations and records.
* Complete proper shift handovers and communicate all pending matters clearly.
* Follow company procedures regarding guest privacy, cash handling, room keys, payments and security.
* Be willing to be cross-trained and assist in other departments when operationally necessary.
* Perform other reasonable duties assigned by Management.

Requirements

* Previous Front Office / Guest Service experience in a property in the Maldives is required.
* Previous experience using eZee Absolute is required.
* Fluent in spoken and written English.
* Strong customer service and communication skills.
* Professional, polite and friendly when dealing with guests.
* Able to remain calm and professional during complaints or difficult situations.
* Must be able to work under pressure without panicking.
* Able to think clearly and find practical solutions when problems arise.
* Strong sense of urgency and able to recognise when something requires immediate attention.
* Able to prioritise work and complete tasks without constant supervision.
* Responsible and willing to take ownership of assigned duties.
* Good attention to detail, particularly with reservations, payments and guest information.
* Able to work independently and as part of a team.
* Willing to learn, improve and accept feedback.
* Flexible and willing to work in other departments when required.
* Comfortable and willing to work any shift according to the roster, including morning, evening and night shifts.
* Willing to work weekends and public holidays according to the roster.
* Happy and comfortable living and working on an island in the Maldives.
* Well-groomed and able to maintain a professional appearance.

Personal Qualities

* Calm under pressure
* Guest-focused
* Responsible and reliable
* Proactive
* Good common sense
* Quick to respond when something is urgent
* Good problem-solving skills
* Polite but confident
* Good communicator
* Team player
* Flexible and willing to learn
* Honest and trustworthy
* Positive attitude
* Able to take responsibility and follow through on tasks

APPLY THROUGH WHATSAPP +9607992701 or EMAIL info@lonuhiri.com