Communications Agent
Description
The Communications Agent serves as a vital part of Grand Coastal Hotel’s guest experience operations. This position is dedicated to managing the hotel’s digital communication channels and food ordering systems, ensuring prompt, clear, and courteous service at all times. The Communications Agent works from a designated station equipped with a desktop computer, phone, and tablet, and ensures that the hotel maintains a consistent and reliable presence across all communication platforms. This role is essential in enhancing guest satisfaction, increasing food order efficiency, and maintaining the hotel’s reputation for responsive service.
Duties & Responsibilities
Guest Communications
- Respond in real-time to guest messages via:
- Facebook Messenger
- Instagram Direct Messages
- WhatsApp Business
- Intercom
- Email
- Expedia Partner Central, Booking.com Pulse, TripAdvisor, Google Business
- Answer voice calls made through WhatsApp or other digital lines.
- Provide accurate and friendly responses to guest queries regarding hotel services, amenities, and general information.
- Maintain a professional, prompt, and friendly communication tone across all platforms.
- Follow up on pending requests or guest issues until fully resolved.
Food & Beverage Order Handling
- Accept and manage incoming food orders from online channels (e.g., WhatsApp, direct messages).
- Input and prepare orders using the hotel’s POS system.
- Route POS orders to the kitchen for timely preparation.
- Coordinate and follow up on delivery status with the kitchen or delivery drivers.
- Ensure all orders are handled accurately and efficiently, minimizing delays or errors.
Coordination and Oversight
- Maintain an active presence on all communication systems during shift coverage.
- Communicate with relevant departments (kitchen, front desk, delivery staff) to ensure smooth execution of guest requests and orders.
- Assist in managing guest reviews and feedback, escalating management concerns when needed.
- Ensure that service delays, miscommunications, or complaints are documented and handled effectively.
Qualifications Required
No tertiary education required. Candidates should have strong interpersonal and communication abilities.
Required:
- Strong typing speed with excellent grammar and spelling.
- Clear spoken English with a friendly and professional tone.
- Prompt responsiveness and attention to detail.
- Ability to remain patient, courteous, and calm under pressure.
- Comfort with using desktop computers, tablets, and phones.
- Familiarity with messaging platforms such as Facebook, Instagram, WhatsApp, and Intercom.
- Ability to learn and operate POS and order-management systems.
Preferred:
- Prior experience in hospitality or customer service roles.
- Basic understanding of hotel operations.
- Knowledge of a second language (e.g., Spanish) is a plus.
- Experience handling food or beverage orders in a fast-paced setting.
Physical Requirements
- Must be able to remain seated at a dedicated workstation for extended periods.
- Ability to multitask between several devices and digital platforms.
- Must be available for flexible scheduling, including early mornings, late evenings, weekends, and public holidays.
- Comfortable working in a quiet, focused, tech-based environment.