Guest Service Agent

• Guest Welcome & Departure

• Greet and welcome guests in a professional, friendly, and warm manner, embodying the brand's hospitality standards.
• Efficiently perform guest
• check-in
• procedures, including verifying reservations, collecting necessary information, assigning rooms, and issuing keys.
• Handle guest
• check-out
• procedures, including preparation of bills, processing payments (cash, credit card, foreign currency), and ensuring settlement.
• Reservations Management:
• Manage online, phone, and walk-in reservations, including modifications and cancellations, accurately inputting and retrieving information from the hotel's property management system (

Opera

• ).
• Understand room status, room types, rates, and hotel facilities to make appropriate room selections and effectively manage inventory.

• Guest Services & Communication

• Serve as the central point of contact for all guest inquiries, requests, and concerns.
• Provide guests with accurate information about hotel amenities, services, rates, promotions, and local attractions/transportation.
• Manage the hotel switchboard, answer phone calls professionally, and relay messages accurately.
• Address guest complaints and issues promptly, professionally, and to the guest's satisfaction, escalating to the supervisor or manager when necessary.
• Handle special requests (e.g., room changes, VIP services) whenever possible and ensure they are coordinated with relevant departments.
• Inter-Departmental Coordination:
• Work closely with the

Housekeeping

• department to ensure room readiness, manage room status discrepancies, and arrange for special guest needs.
• Coordinate with

Reservations

Concierge

Bell Desk

• , and other departments to ensure a seamless and positive guest experience.
• Communicate group arrival details and special requirements to the Sales and other relevant departments.

• Administrative & Financial Duties

• Process and verify guest payments and financial transactions accurately.
• Maintain updated records of bookings and payments.
• Perform night audit procedures, if assigned to a night shift, and balance financial reports.
• Maintain key control and security for guests and the hotel.

• Sales & Revenue Generation

• Use suggestive selling techniques to
• upsell
• higher-rated rooms and promote hotel facilities and services (e.g., dining, spa).
• Accomplishes the following :
• Room charge.
• Daily check list.
• Blocked room list for HK;
• Work order for signature of Asst. Front Office Manager
• Performs other duties as may be assigned.