Guest Service Agent

Purpose of Job / Job Summary:

Guest Service Agent is the first point of contact for guests and plays a crucial role in delivering exceptional customer service. Responsible for managing guest check-in/check-out, handling reservations, responding to inquiries, and coordinating with other hotel departments to ensure a smooth and pleasant guest experience.

Key Responsibilities / Duties:

• Welcome guests warmly and professionally, ensuring a smooth check-in and check-out process
• Handle guest inquiries, requests, and complaints efficiently and courteously
• Maintain guest records, reservation logs, and shift reports & do handover consistently
• Manage room reservations via phone, email, and hotel booking systems
• Maintain accurate records of bookings and cancellations
• Coordinate with housekeeping, maintenance, and other departments to ensure guest requests are fulfilled promptly
• Report the guest feedback and any incidents to management
• Follow the standard of information privacy & confidentiality correctly
• Prepare guest folio accurately and handle cash, credit card, and other payment transactions securely, following hotel & local bank guidelines
• Answer phone calls, transfer calls appropriately, and manage front office stationery
• Coordinate with the related department to prepare & welcome VIP or special requests
• Perform other tasks & assignment for business by Hotel Management

• Competitive salary with monthly performance bonus & incentive
• Service charge since probation
• Uniform provided and free parking
• Extra annual leave, 100% SI, HI & UI on actual salary
• International working environment.
• Year end bonus

• Qualifications: vocational school graduation preferably in hotel management
• Experience: more than 01 year of experience
• Specific skills / abilities: Interpersonal skills, communication skill, problem solving, fluent English
• Personal qualities: Overall and detail oriented