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We are looking for a proactive and guest-oriented Core Department Agent to join our team. This role is responsible for managing and coordinating all guest requests before arrival and during the stay, ensuring a seamless and personalized experience. The position acts as a central point of communication between guests and hotel departments, ensuring that every request is handled efficiently and to the highest service standards.
Job Responsibility:
Manage and respond to guest requests received before arrival and during the stay via phone, email, internal systems, or messaging platforms
Coordinate with relevant hotel departments (Front Office, Housekeeping, Maintenance, Food & Beverage, Concierge, etc.) to ensure timely fulfillment of guest needs
Monitor and track all guest requests to ensure completion and guest satisfaction
Provide accurate information about hotel services, facilities, and local recommendations when required
Personalize guest experiences by anticipating needs and ensuring special requests are prepared in advance of arrival
Maintain clear and professional communication with guests at all times
Update and manage guest profiles, preferences, and request records in the hotel systems
Escalate issues or complaints when necessary and follow up to ensure resolution
Support operational teams by acting as a central coordination point for guest-related matters
Requirements:
Previous experience in hospitality, guest services, reservations, or front office operations is preferred
Excellent written and verbal communication skills in English (additional languages are a plus)
Strong organizational and multitasking abilities
High attention to detail and problem-solving skills
Ability to work collaboratively with multiple departments
Guest-focused mindset with a passion for delivering exceptional service
Experience with hotel management systems or guest communication platforms is an advantage
What we offer:
A dynamic and collaborative hospitality environment
Opportunities for professional growth and development
The chance to contribute to creating exceptional guest experience