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.