Guest Services Agent (Residences)

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.