Guest Services Agent

About the role

The Guest Service Agent is responsible for delivering professional, welcoming and efficient service to guests while supporting the smooth operation of the Front Office. Key duties include reservations, guest arrivals and departures, enquiries, cashiering, administration and revenue generation through effective sales and upselling.

Key responsibilities

• Provide friendly, professional and efficient service to guests, visitors and stakeholders.
• Respond to enquiries in person, by phone and email, and maintain strong knowledge of the property, rooms, rates, facilities and local area.
• Recognise and support repeat guests, VIPs and special requests.
• Handle feedback and complaints professionally, escalating where appropriate.
• Accurately process reservations, amendments, cancellations, deposits, refunds and no-shows using the hotel's PMS.
• Ensure booking details, rates, room types, guest profiles and documentation are accurate.
• Complete efficient and accurate check-ins and check-outs.
• Process payments, deposits and guest transactions in accordance with procedures.
• Balance the cash float at the beginning and end of each shift and report discrepancies.
• Maintain accurate records, filing, documentation and shift handovers.

About you

• Excellent guest service and communication skills.
• Accuracy, attention to detail and strong administrative skills.
• Hotel product and operational knowledge.
• Effective sales and upselling ability.
• Reliable cash-handling skills.
• Calmness and professionalism under pressure.
• Initiative, sound judgement and problem-solving ability.
• A positive, collaborative and flexible approach.
• Commitment to safety, privacy and professional standards.
• Flexibility to work across Front Office operations, including weekends, public holidays and varying shifts.