GUEST SERVICE OFFICER

Job Description

The Guest Service Officer is responsible for delivering exceptional guest experiences from arrival to departure. The role requires handling guest check-in/check-out, managing reservations, addressing guest inquiries and concerns, and ensuring smooth coordination with other departments. The Guest Service Officer acts as the first point of contact for guests, providing a warm welcome and professional service in line with the hotel’s standards.

Guest Services:

• Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.

• Handle room allocations, key issuance, and provide hotel information.

• Respond promptly and professionally to guest inquiries, requests, and complaints.

• Assist guests with luggage, transportation, and concierge-related needs (tours, restaurant bookings, directions, etc.).

• Promote hotel facilities, services, and ongoing promotions to enhance the guest experience.

Operations & Administration:

• Manage reservations, cancellations, and amendments efficiently.

• Handle cash, credit card, and billing transactions in compliance with hotel policies.

• Maintain accurate guest records in the Property Management System (PMS).

• Coordinate with Housekeeping and Maintenance to ensure rooms are clean and operational before guest arrival.

• Monitor lobby activities to ensure safety, cleanliness, and guest comfort.

Qualifications & Skills:

• Diploma/Degree in Hospitality Management or equivalent.

• Minimum 1–2 years of experience in Front Office/Guest Services (preferably in a 4-star or 5-star hotel).

• Proficiency in hotel PMS (Opera or similar).

• Strong communication and interpersonal skills.

• Fluent in English (additional languages are an advantage).

• Customer-focused with problem-solving abilities.

• Presentable, professional, and well-groomed at all times.