Guest Services Officer

Description

The Guest Services Officer is responsible for ensuring smooth daily operations, including check-ins, check-outs, currency exchange, room changes, balance audits, and food and beverage service, in line with established policies and procedures. The role involves assisting guests with a friendly, professional approach, offering room orientations, and escorting guests to destinations within the hotel while personalizing interactions. The Officer coordinates with the Guest Services Manager or Executive for any complaints, provides assistance during full-house situations, and ensures all departments are informed of guest arrangements. The position also includes maintaining guest databases, attending briefings, upselling services, and handling guest check-ins for the Club, including in-room orientations. Additionally, the Officer ensures a smooth shift handover and resolves any outstanding issues, while performing other tasks as assigned.

Responsibilities and Duties

* Oversee the seamless operation of the front desk and Crystal Club, handling tasks such as check-in, check-out, currency exchange, room changes, audit balances, generating daily reports, and providing food and beverage service, all in accordance with established policies and procedures. * Provide friendly, professional, and efficient assistance to all guests, including offering room orientations or escorting guests to their destinations within the hotel, and ensuring to use guest names at least twice during the interaction. * Collaborate with the Guest Services Manager or Executive to address any guest complaints and assist walk-in guests with alternative accommodations when the hotel is at full capacity. * Communicate guest arrivals, room changes, check-outs, and special arrangements with other departments to ensure smooth operations. * Stay well-versed in standard reservation procedures to assist the Reservations team when necessary. * Participate in shift briefings to remain informed of hotel activities and operational needs. * Ensure a smooth shift handover by providing clear follow-up on any outstanding issues and ensuring resolution. * Seize every opportunity to upsell services and amenities, contributing to maximizing revenue. * Maintain an accurate and complete guest database, including passport details, nationality, date of birth, and email addresses. * Ensure all Club guests are personally welcomed, and their in-room check-in and room orientation are conducted. * Perform any other reasonable tasks as assigned to support the overall functioning of the department.

Qualifications and Requirements

* Minimum of 1 year of experience in a Food and Beverage-related role, demonstrating a solid understanding of the industry and customer service standards. * A dynamic and outgoing individual with a keen eye for detail, consistently focused on delivering exceptional service and enhancing the guest experience. * Strong interpersonal skills with a natural ability to connect with people, ensuring a positive and engaging atmosphere for both guests and team members. * Service-oriented with a commitment to excellence, always striving to meet and exceed customer expectations while maintaining high standards of cleanliness and professionalism

Working Condition

Working hours

5 days / 44 hours