Job Description

Guest Service Agent
Reporting To: FO Supervisor / Front Office Manager
Shift: Rotating Shifts (Morning, Evening, possibly Night)
Job Summary:
The Guest Service Agent is the face of the hotel, creating the first and last impression for guests. This role is responsible for providing a warm welcome, efficient check-in/check-out services, and handling all guest inquiries during their stay. The GSA aims to deliver exceptional service that promotes guest loyalty and a positive hotel image.
Key Responsibilities:

• Guest Registration & Check-Out: Process guest arrivals (check-in) and departures (check-out) accurately and efficiently using the PMS. Verify guest identification, method of payment, and assign pre-blocked rooms.
• Reservation Management: Handle room reservations, modifications, and cancellations. Have a thorough knowledge of room types, rates, and packages to make effective sales.
• Cash Handling & Billing: Post charges to guest folios, handle cash, credit card, and foreign currency transactions. Settle guest accounts upon departure and provide accurate invoices.
• Guest Services & Concierge: Provide information about hotel facilities, services, and local attractions, restaurants, and events. Handle guest requests for wake-up calls, transportation, luggage assistance, and mail/messages.
• Telephone Operations: Answer incoming calls promptly and professionally, transferring calls or taking messages as required.
• Team Coordination: Liaise closely with housekeeping and maintenance to update room status and fulfill guest requests.

Qualifications:

• High school diploma or equivalent; degree in Hospitality is a plus.
• Previous experience in a customer-facing role, preferably in hotels.
• Excellent communication and interpersonal skills.
• Professional appearance and pleasant telephone manner.
• Basic computer literacy and ability to learn new software quickly.

Skills Required