Call Center Agent at The Landmark Nicosia, Autograph Collection

Summary:

Delivers exceptional service through efficient and courteous handling of all internal and external guest calls in line with hotel standards. Acts as a key communication liaison between guests and departments, ensuring all inquiries, requests, and concerns are accurately documented, promptly resolved, and followed through with care. 

Key Responsibilities:

• Handles all incoming and internal phone calls promptly, professionally, and in accordance with hotel standards using the telephone switchboard or hotel’s call management system.
• Answers guest inquiries regarding bookings, reservations, services, hotel amenities, local attractions, and general property information.
• Maintains full knowledge of hotel services, room categories, current promotions, events, and emergency procedures to communicate confidently with guests.
• Completes assigned reports, call logs, handovers, and shift checklists as required.
• Assists in monitoring and documenting guest feedback or complaints, escalating recurring issues or unusual guest interactions to supervisors.
• Performs other reasonable job duties as requested by the front office executive team.

Qualifications & Experience:

• High school graduate or equivalent.
• Bachelor’s degree or Diploma in Hospitality will be considered an advantage.
• Previous experience within the Hospitality Industry or customer service field is preferred.
• Excellent command of the English language, both written and spoken.
• Fluency in additional languages is considered an asset.
• Outstanding communication and organizational skills.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Ability to handle multiple priorities in a fast-paced, guest-facing environment.
• Previous knowledge of Hotel Property Management Systems (PMS) is considered an asset.
• Strong customer service orientation with a commitment to guest satisfaction.

Job Tags: MS Office, Outlook, Αγγλικά, Κύπρος, Λευκωσία