Guest Services Agent

Job Location:

At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

The Guest Service Agent is a key representative of our hotel and the Avani+ brand.  He or she creates one of the most powerful first impressions to our guests.

Guest Service Agent all have a friendly and outgoing personality and are genuinely interested in meeting and serving new guests from all over the world.  The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, hotel representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency and friendliness.
 

KEY DUTIES AND RESPONSIBILITIES

• To anticipate guest needs, and handle guest inquiries in a helpful and attentive manner.
• To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Minor Hotels property.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Avani+ at all times.
• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, protect company assets.
• To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Avani+ experience.
• To develop a close and harmonious working relationship with all hotel departments.
• To attend hotel events, daily shift briefings and training to improve professional skills.
• Secure payment by activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests.
• Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation.
• Speak using clear and professional language, answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships, support team to reach common goals, listen and respond appropriately to the concerns of team members.

QUALIFICATIONS

• Diploma or Bachelor’s Degree in Hospitality Management or a related field.
• Previous experience in Front Office or Guest Service, preferably in a 4–5 star hotel.
• Good command of spoken and written English.
• Strong communication and interpersonal skills with a service-minded personality.
• Good knowledge of hotel operations and guest service standards.
• Proficient in basic computer skills and hotel PMS.
• Well-groomed, professional and able to work under pressure.
• Able to work flexible shifts, including weekends and public holidays.

Not the right fit?  Set up email alerts as new job postings become available that meet your interest!