Communications Agent

Grand Coastal Hotel is seeking a Communications Agent to respond to guests across its digital channels and manage online food orders.

Key Responsibilities

• Respond in real time to guest messages via Facebook Messenger, Instagram Direct Messages, WhatsApp Business, Intercom, email, Expedia Partner Central, Booking.com Pulse, TripAdvisor and 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.
• 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.
• 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.

Requirements/Qualifications

• 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.
• 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.
• 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.

How to Apply
Apply by emailing Grand Coastal Hotel at frontdesk@grandcoastal.com.