وصف الوظيفة
Role Overview
Guest Services Agent Intern at NH Collection Hotels & Resorts, based at NH Collection Ibn Battuta Hotel.
Company Overview
NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Hotels are thoughtfully designed with an eclectic-elegant atmosphere and craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence, welcoming business travellers, friends, and couples seeking premium service.
Role Purpose
This internship is designed to give you a comprehensive, 360-degree understanding of hotel front office operations. Working alongside experienced hospitality professionals, you will be the first point of contact for global travelers, ensuring they experience seamless check-ins, personalized service, and a memorable stay.
Key Responsibilities
Guest Services
- Assist with guest arrivals and departures, processing check-ins and check-outs efficiently while accurately verifying guest documentation and payment details.
- Answer in-person, phone, and email inquiries regarding hotel amenities, operational hours, dining options, and local tourist attractions.
- Listen actively to guest feedback or complaints, taking immediate steps to resolve minor issues or escalating them to supervisors to maintain high satisfaction scores.
Operations & Systems
- Learn and utilize hospitality property management systems (PMS) to update guest profiles, manage room allocations, and process transactions.
- Assist with billing audits and shift handovers.
Coordination & Support
- Work closely with Housekeeping, Concierge, and Bell Services teams to coordinate room readiness, luggage handling, and special guest requests.
- Prepare VIP welcome amenities or arrival packets.
Qualifications & Experience
- Currently pursuing or recently graduated with a degree or diploma in Hospitality Management, Tourism, Business Administration, or a related field.
Skills & Competencies
- Excellent verbal and written English communication skills; knowledge of additional foreign languages is highly advantageous.
- Warm, energetic, and professional demeanor with a natural passion for helping people.
- Strong adaptable thinking and calm composure when working under high-occupancy or fast-paced situations.
- Basic computer literacy; familiarity with Microsoft Office (Word, Excel) and an eagerness to learn professional hotel software.
Additional Information
- Willingness to work varied shift schedules, including mornings, evenings, weekends, and holidays, as required by hotel operations.
- Learning outcomes include core fundamentals of front-office operations, proficiency in industry-standard property management systems, and advanced guest relations techniques and cross-cultural communication skills.