GUEST SERVICE AGENT

Guest Check-in & Check-out

• Welcome guests in a professional and courteous manner.
• Perform gues check-in and registration procedures.
• Verify reservations, room allocations, and payment methods.
• Process guest check-outs and ensure all charges are accurately settled.
• Issue and control Guest room key cards according to hotel procedures.

Front Office Operations

• Maintain accurate guest records in the Property Management System (PMS).
• Update guest profiles, preferences, and reservation details.
• Handle room assignments and room changes.
• Monitor room availability and room status.
• Coordinate guest arrivals, departures, and special requests.

Cashiering & Billing

• Process payments via cash, credit cards, and other approved payment methods.
• Maintain and balance cashier floats.
• Post guest charges accurately into the PMS.
• Handle billing enquiries and invoice requests.
• Ensure all financial transactions comply with hotel policies.

Guest Services

• Respond promptly to guest enquiries, requests, and feedback.
• Provide information on hotel facilities, services, local attractions, and transportation.
• Arrange guest services such as wake-up calls, courier services, taxi bookings, and message handling.
• Assist guests with luggage arrangements through Bellman services where applicable.

Telephone & Communication

• Answer incoming telephone calls professionally and promptly.
• Direct calls and messages to the appropriate departments.
• Handle internal and external guest communications effectively.

Coordination with Departments

• Liaise closely with Housekeeping regarding room status and guest requests.
• Coordinate with Maintenance on room defects and maintenance issues.
• Work with Reservations and Sales teams on guest bookings and special arrangements.
• Inform relevant departments of VIP arrivals, group arrivals, and special requests.

Guest Complaint Handling

• Handle guest complaints professionally and efficiently.
• Escalate unresolved issues to the Duty Manager or Front Office Manager.
• Follow up to ensure guest satisfaction and service recovery.

Upselling& Revenue Enhancement

• Promote room upgrades and hotel services.
• Identify opportunities to maximize room revenue through upselling.
• Support hotel revenue objectives while enhancing guest experience.

Safety, Security & Compliance

• Ensure guest confidentiality and data privacy.
• Follow key control, cash handling, and security procedures.
• Report suspicious activities, accidents, or incidents immediately.
• Comply with hotel emergency and safety procedures.

Administrative Duties

• Complete required reports, logs, and shift handovers.
• Maintain accurate records and documentation.
• Support night audit and reporting activities when required.
• Perform any other duties assigned by Management.