We are looking for aGuest Service Officer, to join our team!

TheGuest Service Officerprovides Front Desk and Guest Relations related guest services in accordance with the objectives, performance and quality standards established by Shangri-La Hotels & Resorts and the hotel.

Key Responsibilities:

Guest Experience & Service Excellence
Collect, record, and act on guest preferences to enhance satisfaction.
Serve as a role model in delivering delightful guest interactions.
Obtain and respond to guest feedback promptly, escalating when necessary.
Ensure professional and attentive handling of all guest interactions.
Arrival & Departure Operations
Room arrival guests and explain in-room facilities.
Execute check-ins, check-outs, and cashiering functions accurately.
Prepare daily for arrivals and departures, ensuring zero balance on folios.
Promote hotel revenue through upselling and handling walk-ins.
Operational Standards & Coordination
Maintain reception counter and lobby cleanliness.
Manage traffic flow in the driveway and coordinate with Bellman.
Liaise with departments for guest logistics and amenities.
Prepare guest letters for maintenance or repair work.
Update daily newspapers and guest amenities lists.
Administrative & Reporting Duties
Print and follow up on trace reports.
Ensure proper handover to Security Officer for late arrivals/departures.
Prepare cashiering reports in line with hotel procedures.
Safety, Security & Confidentiality
Adhere to health, safety, and security protocols.
Maintain confidentiality of guest information.
Follow key control policies to ensure guest security.

Key Requirements:

Minimum 1 year working experience in hospitality/service related industries
Pleasant disposition with service mindset

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