Guest Service Agent

Key Responsibilities(but not limited to) as a GSA:

• Meet and greet all guests at the front desk.

• Process check-ins and check-outs, assign rooms, and handle payments.

• Manage hotel reservations via phone and email.

• Maintain the lobby area at all times.

• Attend to all guest requests while on duty.

• Assist the duty manager with guest services during your shift.

• Learn essential brand information and present it to guests when needed.

• Answer guest queries and provide suggestions for the local area.

• Handle guest complaints promptly and efficiently, ensuring guest satisfaction.

• Coordinate with housekeeping to ensure rooms are ready for guests upon check-in.

• Monitor room availability and manage overbooking situations.

• Maintain accurate guest records and update information in the system as needed.

• Provide concierge services, including arranging transportation, booking tours, and making restaurant reservations.

• Ensure compliance with all health and safety regulations.

• Conduct end-of-shift reports and balance the cash drawer.

• Train and assist new front desk staff as needed.

Availability:

• Availability for 7 days per week including weekends.

• Reception operating hours: 07:00am to 11:00pm.

• Must be available to work any required shifts (morning or evening).

Essential Skills and Experience:

• Minimum 1 year of experience in front desk services in a similar type of hotel or industry.

• Excellent customer service skills with a 5-star service attitude.

• Strong problem-solving skills.

• Proactive and initiative-taking.

• Exceptional interpersonal skills with the ability to deliver a memorable guest experience.

• Professional telephone mannerisms and a friendly, welcoming attitude.

• Basic proficiency in computer systems, Microsoft Office, databases, and the ability to quickly learn and use relevant business systems.

• RMS preferred but not essential.