Guest Service Agent

Description

The Guest Service Agent, reporting to the Front Office Manager, serves as the primary point of contact for guests and plays a key role in overseeing daily operations at the reception area, ensuring guests feel warmly welcomed.

Responsibilities and Duties

Deliver exceptional service by promptly, efficiently, and courteously responding to guest requests during check-in, check-out, and throughout their stay. Create memorable and personalized experiences for all guests, ensuring VIPs are escorted to their rooms and introduced to hotel facilities. Assist guests in the lobby during busy periods and as needed, ensuring a welcoming and helpful presence. Collect guest feedback in the lobby when possible, updating all comments in the Opera Guest History system. Maintain cleanliness and readiness of the welcome drink station and ensure the lobby remains neat at all times. Adhere to strict security and accounting procedures, including issuing room keys and maintaining guest confidentiality. Promote hotel facilities and maximize sales opportunities through sound product knowledge and effective selling skills. Perform reception duties as required, ensuring smooth and timely check-ins and check-outs for all guests. Follow up promptly and efficiently on guest requests throughout their stay, including managing traces. Provide accurate and detailed information on hotel products, services, pricing, promotional offers, and special events upon guest inquiries.

Qualifications and Requirements

Diploma in Tourism / Hospitality Management Preferably 1 year of experience in a similar capacity Excellent reading, writing and oral proficiency in English language Proficient in MS Excel, Word, & PowerPoint

Working Condition

Working hours

5 days / 44 hours