Guest Service Agent

About the role

The Guest Service Agent is directly responsible for the prompt, efficient, and courteous check-in and check-out of guests, assisting with room reservations, handling telephone calls, and meeting various guest needs during their stay.

Responsibilities

• Welcome and register all arriving guests, ensuring all pertinent information is obtained.
• Efficiently conduct check-in and check-out procedures.
• Maintain healthy communication with Housekeeping and Engineering departments to meet guest expectations.
• Log all maintenance issues properly and follow up on them.
• Respond to all guest requests promptly and ensure appropriate action is taken.
• Handle requests regarding guest billing.
• Manage cash transactions in accordance with the property’s cash handling policy.
• Maintain current knowledge of hotel culture, amenities, services, local events, points of interest, and nearby services.
• Answer the telephone professionally and assist guests with questions, directions, and other inquiries.
• Manage and resolve all guest complaints and compliments in a professional and courteous manner.
• Communicate with all departments regarding in-house VIPs and any special requests or needs.
• Perform all other tasks and duties as assigned.

Qualifications

• At least one year of experience as a Front Desk Agent.
• Excellent personal presentation and interpersonal skills.
• Positive and cheerful demeanor with a caring personality.
• Good problem-solving ability.
• Fluency in reading, writing, and spoken English.