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.