Guest Service Agent-Avari Xpress Gulberg

We are looking for a professional, well-groomed, and customer-focused Guest Service Agent to join our hospitality team. The ideal candidate will be responsible for delivering exceptional guest service, managing front office operations, handling guest check-in/check-out procedures, and ensuring a memorable guest experience while following hotel policies and SOPs.

Key Responsibilities

• Welcome guests warmly, perform check-in/check-out procedures, assign rooms, and issue room keys.
• Handle hotel reservations, modifications, and cancellations via telephone and other communication channels.
• Process guest payments, maintain accurate billing records, and settle guest accounts through the Property Management System (PMS).
• Respond promptly to guest inquiries, requests, and complaints, ensuring timely resolution and complete guest satisfaction.
• Coordinate with Housekeeping, Bell Desk, Reservations, and other departments to meet guest requirements.
• Provide information about hotel facilities, local attractions, transportation, restaurants, and entertainment options.
• Arrange delivery of guest mail, packages, faxes, and in-room dining requests.
• Maintain cash float, post guest charges accurately, and perform daily cashiering duties.
• Prepare housekeeping discrepancy reports and fruit basket/replenishment reports on each shift.
• Ensure all registration cards, vouchers, and guest documentation are properly filed.
• Follow departmental SOPs and assist with switchboard and reservation calls whenever required.
• Promote hotel services, room upgrades, and packages using effective upselling techniques.
• Stay updated on daily occupancy, room availability, BAR rates, promotions, events, and hotel packages.
• Resolve finance-related discrepancies promptly in coordination with relevant departments.
• Collect guest feedback and report concerns to the Duty Manager or Front Office Manager.
• Assist with translation of guest information, menus, and hotel materials when required.
• Perform additional duties assigned by the Duty Manager or Front Office Management.

Qualifications

• Bachelor's degree or Graduation preferred.
• Diploma in Hospitality or Hotel Management will be an advantage.

Experience

• Minimum 1 year of experience in a similar Front Office role.
• 3 years of hospitality industry experience will be preferred.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask and work in a fast-paced environment.
• Basic knowledge of Hotel Property Management Systems (PMS).
• Cash handling and record-keeping skills.
• Professional appearance and positive attitude.
• Team player with strong organizational skills.

Language Requirements

• Excellent spoken and written English is mandatory.
• Additional languages will be considered an advantage.

Work Location: In person