Guest Service Agent

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Guest Service Agent

Job Description

We are seeking an energetic, self-motivated, and guest-focused Front Office professional to join the team. The Guest Service Agent will provide attentive and courteous service throughout the guest stay, ensuring a welcoming experience while handling front desk operations efficiently and professionally.

Key Responsibilities

• Deliver friendly, professional, and personalised service to every guest.

• Welcome arriving guests and complete check-in procedures in accordance with established operating standards.

• Process guest departures accurately and efficiently while following approved check-out procedures.

• Handle walk-in enquiries and maximise room sales by presenting available accommodation appropriately.

• Take responsibility for day-to-day front office and facility-related matters, ensuring issues are addressed or referred to the relevant department.

• Manage cash on hand and process guest financial transactions, including cheque and foreign currency transactions, in accordance with the hotel’s credit policies.

• Work closely with Housekeeping, Finance, Reservations, and other departments to coordinate guest requirements and ensure smooth hotel operations.

• Keep the Guest Service Desk fully operational, organised, and adequately supplied throughout the shift.

• Protect guest privacy by maintaining strict confidentiality and ensuring guest information is not disclosed to unauthorised persons.

• Maintain thorough knowledge of hotel policies, procedures, service standards, facilities, and current activities so that accurate information can be provided to guests.

Qualifications and Experience

• Degree in Hospitality Management or a related discipline is preferred.

• Previous experience working in a hotel Front Office environment.

• Excellent spoken and written English communication skills.

• Knowledge of an additional language is an advantage.

• Strong interpersonal, customer service, and problem-solving skills.

• Computer proficiency is required.

• Previous experience using OPERA or a similar hotel property management system is an added advantage.

Key Competencies

• Strong understanding of front office responsibilities and service expectations.

• Willingness to take ownership and accountability for assigned duties.

• Ability to recognise and respect differences when interacting with guests and colleagues from diverse backgrounds.

• Strong customer-focused approach.

• Ability to remain flexible and effective when circumstances change.

• Strong teamwork and collaboration skills.

• Proactive, confident, approachable, and personable character.

• Ability to remain composed and productive in a busy, fast-paced environment.

• Comfortable working with multicultural teams and guests.

APPLICATION

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