Job Description

Guest Service Agent (Opera PMS System)
Job Title: Guest Service Agent
Primary System: Opera Property Management System (PMS)
Department: Front Office
Reports To: Front Office Manager / Assistant Front Office Manager
Job Summary:
The Guest Service Agent is the first point of contact for guests, responsible for providing a seamless and welcoming arrival and departure experience. Proficiency in the Opera PMS system is essential for managing reservations, guest accounts, and providing personalized service.
Key Responsibilities:

• Check-in/Check-out: Efficiently and courteously handle all guest arrivals and departures using the Opera PMS system.
• Reservation Management: Process reservations received via phone, email, or in-person, ensuring all details and guest preferences are accurately entered into Opera.
• Guest Accounts: Post charges, process payments, and settle guest accounts upon checkout. Handle foreign currency exchange.
• Information Hub: Provide guests with accurate information about hotel services, facilities, and local attractions.
• Problem Resolution: Address and resolve guest complaints and issues promptly and effectively, escalating to a supervisor when necessary.
• System Expertise: Utilize all relevant modules of Opera PMS (front desk, cashiering, reservations) to maximize efficiency and guest satisfaction.
• Administration: Handle administrative tasks such as answering phones, taking messages, and managing mail and packages for guests.

Qualifications & Skills:

• High school diploma or equivalent; degree in Hospitality Management is a plus.
• Proven experience as a Front Desk Agent or similar role, with mandatory experience using Opera PMS.
• Excellent communication and interpersonal skills.
• Professional appearance and demeanor.
• Strong problem-solving abilities and a guest-oriented mindset.
• Proficiency in English; additional languages are a benefit.

Skills Required