Guest Service Officer

Serves as the main guest relations representative in the lobby, assisting guests and coordinating VIP/group arrivals, including room assignments, amenities, transportation, luggage, and special requests to ensure a seamless experience.

Guest Check-in and Check-out

• Welcome guests upon arrival and ensure a smooth and efficient check-in process.
• Provide guests with information on hotel facilities, services, and amenities.
• Assist guests during check-out by verifying charges, settling bills, and processing payments accurately.

Deliver personalized check-in and check-out experiences for VIP guests in both Bay and Sky Towers by coordinating with relevant departments to ensure seamless service.

VIP Guest Arrivals and Welcome Amenities

• Ensure VIP guests receive personalized amenities and exceptional service throughout their stay.
• Monitor the preparation and timely delivery of customized welcome amenities.
• Personally, welcome arriving VIP guests and bid them farewell upon departure.
• Maintain accurate records of VIP guest preferences and ensure these are accommodated whenever possible.
• Conduct regular follow-ups with VIP guests during their stay to assess satisfaction and promptly address any concerns or special requests.

Reservation Management

• Manage reservations, including:

  • New bookings for walk-in guests
  • Modifications to existing reservations
  • Reservation cancellations

• Coordinate with the Reservations Team and Casino Services to ensure reservation accuracy.

• Update guest information and reservation details as necessary.

Guest Assistance

• Respond promptly and professionally to guest inquiries.
• Provide information about hotel facilities, dining options, local attractions, and available services.
• Resolve guest concerns and complaints efficiently while maintaining a high level of customer service.

Conduct regular property tours and inspections to ensure hotel standards are maintained.

Sky Tower Front Office Operations

• Maintain a clean, organized, and professional Front Office workspace.
• Ensure office supplies are adequately stocked and equipment is functioning properly.
• Manage incoming phone calls by providing assistance, directing calls, or taking detailed messages when necessary.

Cash Handling

• Process cash, credit card, and other payment transactions accurately and securely.
• Balance and reconcile the cash float at the end of each shift.
• Investigate and report any discrepancies in accordance with company procedures.

Safety and Security

• Adhere to hotel safety, security, and emergency procedures.
• Remain vigilant and report any suspicious activities, incidents, or security concerns to management immediately.

Team Collaboration

• Work closely with Housekeeping, Maintenance, Reservations, Casino Services, and other departments to ensure guest needs are met promptly.
• Communicate effectively with team members to support smooth daily operations and enhance guest satisfaction.
• Compliance with Forbes Standards
• Consistently execute service standards in line with Forbes Five-Star requirements.
• Maintain the highest levels of professionalism, service quality, and operational excellence in accordance with Forbes guidelines.
• Administrative Responsibilities

Complete required administrative tasks, including:

• Updating guest records
• Filing documents
• Preparing reports
• Maintaining accurate departmental records

Qualifications

• Previous experience in the hospitality or customer service industry is preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Proficiency in hotel management systems and computer applications.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Positive attitude with a strong commitment to delivering exceptional guest experiences.
• Flexible to work rotating shifts, including evenings, weekends, and holidays.