Guest Service Manager (m/f/d)

Our customer runs serveral hostels in Berlin, providing accomodation and advice for people recently moved to Berlin and planning the next step in live. The Guest Service Agent position (m/f/d) will act as a key hotel ambassador during the guest arrival and departure processes, and throughout the guest's stay.

General Responsibilities include:

• Handling all incoming telephone calls and inquiries.
• Anticipate guests' needs, respond promptly and acknowledge all guests.
• Maintain positive guest relations at all times.
• Resolve guest complaints in a timely manner, ensuring guest satisfaction.
• Performing a seamless guest arrival process, collecting and confirming pertinent guest information and addressing all requests in a thoughtful and gracious manner.

Skills/Knowledge Required:

• Good command of English and German, both verbally and non-verbally. The most guests are comming from Italy, Poland and Spain. Therefore additional language skills in one of the following languages are benefitial: Italian, Polish or Spanish.
• Communicate with guests, both in person and by telephone, clearly and pleasantly.
• Provide legible communication and directions.

Ability to:

• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest's service needs.
• Work with minimal supervision.
• Input and access information in the property management system/computers/point of sales system.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed

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