Guest Service Representative

Avari Hotel Lahore is looking for Guest Service Representative:

Key Responsibilities

• Answer incoming calls promptly following hotel greeting standards and using guest names where possible
• Handle guest inquiries and provide accurate information about hotel services and facilities
• Transfer calls to relevant departments or take messages and ensure timely follow-up
• Record and deliver messages for in-house guests and departments professionally
• Operate the PBX/telephone system efficiently
• Manage wake-up call requests and ensure they are executed as per SOPs
• Report any telephone or communication system issues to the concerned department
• Maintain updated guest and internal directories in the PMS system
• Coordinate with relevant departments to resolve guest requests and complaints
• Maintain daily logs of requests, messages, and follow-ups
• Handle emergency calls (fire, medical, blackout, etc.) according to hotel procedures
• Perform additional duties assigned by the Front Office Manager (FOM) / Assistant Front Office Manager (AFOM)

Cultural Awareness & Relationship Management

• Build and maintain professional relationships with guests, team members, and other departments
• Coordinate with external stakeholders such as airline staff and airport authorities when required

Job Requirements

Education:

• High School Diploma or equivalent

Experience:

• 0–1 year experience (fresh candidates are encouraged to apply)
• Preference will be given to candidates with hospitality or hotel management background

Skills & Competencies:

• Strong communication and interpersonal skills
• Polite, patient, and customer-focused attitude
• Ability to multitask and work under pressure
• Basic knowledge of phonetic language is an advantage

Language Requirement:

• Good command of English is required

Job Type: Full-time

Work Location: In person