Qureos

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Guest Services Agent (Residences)

JOB_REQUIREMENTS

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What We re Looking For


  • A proven track record of 1-2 years in a Luxury Hotel environment in a similar role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.
  • Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
  • Exceptional Time Management and Multi-Tasking skills to oversee a busy kitchen and deliver a FIVE-Star Experience for our guests.
  • Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  • A professional, Insta-Worthy Appearance, always adhering to FIVE s Grooming Standards and maintaining a polished, FIVE-Styled demeanour.
  • Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.
  • Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow FIVERs.
  • Previous experience in Forbes or Leading Quality Assurance (LQA)-Rated properties will be Advantageous, demonstrating a Strong Commitment to Luxury Service Standards.
  • A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
  • Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the Hotel.
  • A hands-on attitude, fuelled by a Can-Do! Spirit.


Key Responsibilities


  • Extends a Warm FIVE-Styled welcome to all Guests, displaying Genuine Appreciation and addressing their service needs with Exceptional Care and Attention.
  • Meticulously Answers and Documents Guest Requests, enquiries, and concerns via multiple communication channels, ensuring Accurate and Timely responses.
  • Operates the telephone Switchboard Efficiently, managing wake-up calls and directing incoming calls to the appropriate Departments with Top-Notch Precision.
  • Records and relays messages Accurately, maintaining Precise Communication records for reference and follow-up purposes, ensuring a FIVE-Star Guest Experience.
  • Logs Guest Requests or Issues into the computer system, coordinating with relevant Departments to ensure Swift resolutions.
  • Provides Guests with Comprehensive Information about FIVE s room features, amenities, and local attractions of interest.
  • Assists Guests with Accessing the WiFi and Navigating Guest Room Entertainment Systems as needed.
  • Adheres to FIVE s Policies and Procedures, and Grooming Standards, always maintaining an Insta-Worthy Appearance.
  • Upholds the Confidentiality of Proprietary Information and always protects FIVE s company s assets.
  • Fosters positive Relationships with all FIVERs , contributing to a Buzzing and Energised Team Environment that supports Collaborative Efforts.
  • Champions Compliance with Forbes Standards and Guidelines, delivering services that Exceed Expectations.
  • Demonstrates the ability to Read and Verify Information Accurately in various formats, accommodating guests' needs with a Professional Demeanour.
  • Fulfils any other reasonable FIVER duties as assigned by Supervisors, contributing to the Smooth Operation of Guest Services.


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