Senior Guest Service Agent

About the Role

As our Senior Guest Service Agent, you'll be the most experienced voice on our guest communications team - handling complex situations with confidence, owning shift quality, and mentoring the next generation of guest service professionals. You'll be the bridge between our guests and our operations, embodying our core values of Compassion, Authenticity, Kaizen, and Omotenashi every single day. This role comes with exciting career growth opportunities within an international brand -ideal for someone ready to take their hospitality career to the next level. 🚀

✅ What You'll Do

🎯 Handle escalated guest complaints, VIP interactions, and multi-outlet issues across phone, email & web

🎯 Lead shift briefings, handovers, and real-time team support

🎯 Mentor and coach Pre & Junior GSA Partners on live shifts

🎯 Analise guest feedback and flag trends to leadership

🎯 Coordinate cross-functionally with kitchen, operations & management

🎯 Champion SOP standards and drive continuous improvement

🎯 Build lasting relationships with regular and high-value guests

🎓 What We're Looking For

✔️ 3–5 years of experience in Guest service, Hotel, or F&B contact center roles.

✔️ Proven experience managing or supervising a team of 30+ people in a fast-paced service environment

✔️ Background in premium hospitality, hotel guest relations, airline/travel services, or organized restaurant call centers

✔️ Strong communication and complaint resolution skills

✔️ A natural coach and team player with a leadership mindset

✔️ Passionate about guest experience and service excellence

⏰ Work Schedule: 6 days/week | Including Public Holidays | Rotating 8-hour shifts (10:00–22:00)