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.