The Customer Care Agent is the first point of contact for guests, students and visitors, providing excellent customer service and supporting front desk operations across the hotel, language school, fitness centre, pool and restaurant.

Main duties and responsibilities

Greet and assist guests, students, and visitors in a friendly and professional manner.
Handle check-ins and check-outs, including processing payments and issuing room keys.
Manage and direct incoming phone calls and emails to the appropriate departments.
Provide accurate information about hotel services, facilities, and local attractions.
Address and resolve guest inquiries, complaints, and requests promptly and efficiently.
Assist students with information and support related to the English language school.
Coordinate with the fitness centre, outdoor pool, and restaurant to fulfil guest needs.
Maintain a positive and welcoming atmosphere at the front desk.
Maintain and update guest and student records in the database.
Prepare and distribute necessary documents and materials for guests and students.
Assist with scheduling and coordinating appointments or reservations for the fitness centre and restaurant.
Liaise with housekeeping, maintenance, and other departments to ensure guest satisfaction.
Communicate effectively with internal departments to facilitate smooth operations.
Assist with organising and coordinating events and activities for guests and students.
Handle payments for accommodation, school fees, fitness centre memberships, and restaurant bills.
Issue receipts and maintain accurate financial records.
Perform daily cash and credit card reconciliation.
Ensure compliance with health and safety regulations at the front desk.
Report any safety or maintenance issues to the relevant departments promptly.
Keep the front desk area tidy and well-organised.
Assist with other administrative tasks and special projects as needed.
Adhere to the company’s policies and procedures.

Additional requirements

Must be able to work flexible hours (morning, evening, and night shifts).
Excellent verbal and written communication skills in English.
Proficiency in MS Office (Word, Excel, Outlook) and hotel management software.
Strong organisational and multitasking abilities.
Ability to work independently and as part of a team.
Professional demeanour and appearance.
Problem-solving skills and attention to detail.

Customer Care Agent

Job Description