Job Description

Guest Service Agent (Opera System)
Job Title: Guest Service Agent (Opera System)
Department: Front Office
Reports To: Front Office Manager / Assistant Front Office Manager
Job Summary:
The Guest Service Agent (GSA) is the cornerstone of the guest experience, serving as the first and last point of contact. This role requires a dynamic individual who is proficient in using the Opera Property Management System to manage all aspects of guest reservations, check-in, check-out, and billing. The GSA is responsible for creating a welcoming atmosphere, anticipating guest needs, and resolving any issues promptly and professionally to ensure a memorable and positive stay.
Key Responsibilities:

• Guest Reception & Check-in/Check-out:
• Greet guests upon arrival and departure with a warm, sincere, and professional demeanor.
• Perform efficient check-in and check-out procedures using the Opera system, ensuring all information is accurate.
• Verify guest identification, method of payment, and assign pre-blocked rooms according to guest preferences and loyalty status.
• Explain hotel facilities, services, and room features to guests.
• Handle key card encoding and troubleshoot any issues.
• Opera System Operations:
• Create and modify reservations, including walk-ins, group bookings, and travel agent reservations.
• Manage room blocks, availability, and rate codes within Opera.
• Post charges, adjust folios, process payments, and settle accounts upon checkout.
• Handle cashiering duties, including foreign currency exchange, and maintain a balanced bank.
• Generate daily reports from Opera, such as arrival, departure, and in-house lists.
• Guest Service & Communication:
• Answer incoming calls promptly and professionally, transferring calls as needed.
• Handle guest requests, inquiries, and complaints with empathy and efficiency, following up to ensure resolution.
• Act as a central communication hub, liaising with housekeeping, maintenance, and other departments to fulfill guest needs.
• Maintain a thorough knowledge of hotel events, promotions, and local attractions to provide accurate information.
• Administrative Duties:
• Maintain the cleanliness and organization of the front desk area.
• Complete all check-in and check-out paperwork and reports.
• Ensure guest privacy and the security of confidential information.

Qualifications & Requirements:

• High school diploma or equivalent; degree in Hospitality Management is a plus.
• Proven experience as a Front Desk Agent or similar role, with mandatory proficiency in the Opera Property Management System.
• Exceptional customer service skills with a guest-centric mindset.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and capacity to remain calm under pressure.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work a flexible schedule, including nights, weekends, and holidays.

Skills Required