Guest Service Agent

Department:** Front Office

Job Summary

Key Responsibilities Front Desk Operations

• Greet and welcome guests in a professional and friendly manner.
• Handle check-in and check-out procedures efficiently.
• Manage reservations, cancellations, and room allocations.
• Process payments and maintain accurate billing records.
• Respond promptly to guest inquiries, requests, and complaints.

Guest Service Excellence

• Ensure high levels of guest satisfaction at all times.
• Address and resolve guest concerns professionally and promptly.
• Coordinate with housekeeping and maintenance to fulfill guest requests.
• Upsell rooms and hotel services when appropriate.

Night In-Charge Responsibilities

• Oversee hotel operations during the night shift.
• Supervise and support night staff (front desk, housekeeping, security).
• Conduct night audit procedures and reconcile daily transactions.
• Prepare daily financial and operational reports.
• Ensure safety and security protocols are followed.
• Handle emergency situations calmly and efficiently.

Administrative Duties

• Maintain accurate guest records and documentation.
• Ensure compliance with hotel policies and procedures.
• Coordinate shift handovers with clear communication.

Qualifications & Requirements

• High school diploma or equivalent; degree/diploma in Hospitality preferred.
• Minimum 1–2 years of experience in front office operations (hotel experience preferred).
• Knowledge of hotel management systems (PMS).
• Strong communication and interpersonal skills.
• Ability to work night shifts, weekends, and holidays.
• Good problem-solving and conflict-resolution skills.
• Basic accounting knowledge for night audit duties.
• Professional appearance and positive attitude.

Key Competencies

• Customer-focused approach
• Attention to detail
• Multitasking ability
• Leadership and supervisory skills
• Time management
• Stress tolerance

Working Conditions

• Rotational shifts, including overnight shifts.
• Prolonged periods of standing.
• Handling cash and financial transactions.

Job Type: Full-time