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Guest Service Agent (Front Office)
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- Register and process check-in for all arrivals, ensuring a warm welcome and smooth transition for guests.
- Update and check guest information into the computer system after a complete check-in, maintaining accuracy and attention to detail.
- Prepare for daily arrivals in terms of room allocation, checking traces for any special requests of guests, and coordinating with housekeeping to ensure rooms are ready.
- Be accountable for cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guests' departure, maintaining financial accuracy at all times.
- Provide friendly, smooth, courteous service to guests and respond promptly to all requests and enquiries at all times, ensuring guest satisfaction.
- Take initiative to add a personalised experience for each guest, going above and beyond to exceed expectations.
- Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up, reporting it promptly to supervisors.
- Check and convey messages to guests in a timely and professional manner.
- Maintain an in-depth knowledge of hotel facilities, services, and local attractions to provide accurate information to guests.
- Assist with concierge duties as needed, including making restaurant reservations, arranging transportation, and providing local recommendations.
- Manage group check-ins and check-outs efficiently, coordinating with other departments to ensure a seamless experience.
- Conduct regular room inspections to ensure all rooms meet the hotel's high standards before guest arrival.
- Participate in regular training sessions to stay updated on hotel policies, procedures, and industry trends.
- Assist in maintaining the cleanliness and organisation of the front desk area and lobby.
- Support other front office functions such as switchboard operations and bellhop services when required.
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