Butler Service Desk Agent

About the role

The Butler Service Desk Agent provides front‑line support to hotel guests, handling inquiries and requests through multiple communication channels. This full‑time position ensures that every guest interaction is recorded, processed, and resolved promptly, contributing to a seamless hospitality experience.

Key responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and mobile devices.
• Operate the telephone switchboard, manage wake‑up calls, and direct calls to appropriate extensions.
• Receive, log, and relay messages accurately, following up to confirm resolution.
• Enter guest requests into the computer system and coordinate with relevant departments such as Bellperson and Housekeeping.
• Provide information on room features, hotel amenities, and local attractions.
• Process room‑service orders, advise on menu selections, and record transactions in the point‑of‑sale system.
• Assist guests with internet access and in‑room entertainment systems.
• Adhere to company policies, maintain a professional appearance, and protect confidential information.
• Support guests with disabilities and ensure courteous, clear communication at all times.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• No specific license or certification required.

Required skills

• Point‑of‑sale system operation