Job Description

You will be responsible for answering guest phone calls, responding to inquiries, and providing information about hotel services and amenities. As a CareLine Agent you’re not just handling incoming telephone calls – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

• Guest Call Handling: Answer and manage guest calls, provide hotel and local information, and handle requests efficiently.

• Service & Communication: Respond to inquiries with professionalism and courtesy, ensuring a positive guest experience. Communicate clearly and resolve concerns promptly.

• Coordination & Follow-Up: Relay guest requests to relevant departments and ensure timely follow-up. Support internal communication across hotel teams.

• Issue Resolution: Address guest complaints and proactively prevent service disruptions.

• Documentation: Maintain accurate logs of guest interactions and update guest profiles for future personalization.

• Previous experience in guest service, front office, or call center roles within hospitality.

• Excellent verbal and interpersonal skills; able to handle inquiries professionally and courteously.

• Capable of managing high call volumes and multiple requests efficiently.

• Skilled in resolving guest issues with discretion and a proactive approach.

• Familiarity with hotel PMS and service protocols is preferred.

• Fluent in English; additional languages are a plus.

• Available to work varied shifts, including nights, weekends, and holidays.