Position Summary: The Guest Service Agent/Executive plays a key role in ensuring positive guest experiences by providing exceptional customer service at all touch points of the guest's stay.
• Greet guests upon arrival, assist with check-in procedures, and provide relevant information about the hotel's services and facilities
• Process check-outs efficiently, addressing any guest queries or concerns
• Manage reservations, including booking modifications and cancellations
• Ensure accurate recording of guest information in the system
• Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Provide personalized and attentive service to meet guests' needs
• Handle guest inquiries, requests, and complaints promptly and professionally
• Handle guest payments, issue invoices, and provide accurate change
• Maintain a secure and organized cash handling process
Room Assignment and Control:
• Assign guest rooms based on preferences and availability
• Monitor and control room inventory, coordinating with housekeeping for room readiness
• Ensure the safety and security of guests by following established protocols
• Respond to emergencies and report incidents to the appropriate authorities
Communication and Coordination:
• Collaborate with housekeeping, maintenance, and other departments to ensure smooth guest experiences
• Communicate special requests and VIP arrangements to relevant departments
Information Dissemination:
• Disseminate information about hotel promotions, facilities, and local attractions to guests
• Provide directions and assistance with transportation arrangements
• Maintain accurate and organized guest records
• Generate reports as required by management
• Resolve guest issues effectively and escalate matters to supervisors or management when necessary
• Anticipate and address potential challenges to enhance guest satisfaction
Qualifications and Requirements:
• Minimum ITE/O Level, certification in hospitality is a plus with one year of work experience
• Candidates with over 2 years of customer service experience will be considered for the Executive role
• Proven experience in customer service or front desk roles
• Excellent communication and interpersonal skills
• Familiarity with hotel management software and reservation systems
• Ability to handle cash transactions accurately
• Strong problem-solving skills and a proactive approach to guest satisfaction
• 6 working days and flexibility to work shifts, including weekends and holidays
• Impeccable grooming and professional appearance
• Customer-focused with a genuine passion for hospitality
Candidates with passion in the hospitality are welcome to apply