Guest Service Officer (Front Desk Agent)
Position: Guest Service Officer
Department: Front Office
Reports To: Assistant Manager - Front Office / Front Office Supervisor
Job Summary:
The Guest Service Officer is the face of the hotel, responsible for creating a positive first and last impression. This role handles all aspects of guest registration, check-in/check-out, reservations, and provides information about hotel services and local attractions. The officer ensures a smooth, efficient, and welcoming experience for all guests.
Key Responsibilities:
- Guest Registration: Perform check-in and check-out procedures efficiently, verifying payment methods, assigning pre-blocked rooms, and issuing key cards.
- Reservations: Handle reservations made directly via phone, email, or in-person, inputting details accurately into the PMS.
- Service & Information: Provide accurate information about hotel facilities, services, promotions, and local points of interest. Handle guest mail, messages, and wake-up calls.
- Billing & Cashiering: Post charges to guest folios, process payments, and maintain accurate cash float. Balance shift transactions at the end of each shift.
- Guest Relations: Actively listen to guest inquiries and requests, fulfilling them promptly or escalating issues when necessary.
- Administrative Support: Maintain the neatness of the front desk area and assist with filing, photocopying, and other clerical duties.
- Safety & Security: Adhere to all security protocols, including guest privacy and key control policies.
Qualifications & Skills:
- Diploma in Hospitality or relevant experience.
- Minimum 1-2 years of experience in a front desk or customer service role (preferably in hospitality).
- Excellent communication and telephone etiquette.
- Professional appearance and pleasant demeanor.
- Ability to multi-task and work under pressure in a fast-paced environment.
- Basic computer skills and PMS knowledge.
