Guest Service Executive

Job summary

Guest reception and service

• Assists guests throughout their stay and provides information about hotel promotions, events, activities, and local attractions.
• Issues room keys under safety and security procedures and assists with luggage when needed.
• Communicates guest requests and reservations to the call center and ensures follow-up.
• Handles currency exchange and financial transactions according to hotel policies.

Front Office systems and reporting

• Uses Opera Cloud PMS for check-in and check-out within required time standards.
• Is trained in high balance, trace, and downtime reports, City Ledger closing, rebates, and finance-related reports.
• Completes daily revenue transactions accurately and supports Opera Cloud night-audit procedures.
• Prepares operational reports and distributes night-audit reports to relevant departments.

Workplace standards

• Maintains accurate shift handovers, guest confidentiality, quality documentation, and an organized reception workspace.
• Follows hotel rules, procedures, and policies; attends briefings and training and supports other departments when required.
• Is trained in life-safety protocols, fire procedures, and emergency actions.

Skills and experience

• Fluency in English is essential; proficiency in additional languages is highly desirable.
• Willingness and aptitude to learn and ability to perform Front Office Agent duties efficiently.
• Previous hospitality experience, especially in Front Office at a lodge or luxury hotel, preferably five-star, is highly valued.
• Must be able to lift and handle heavy objects when required for guest requests.

Personal capabilities

• Strong attention to detail, accuracy, and follow-through; able to work independently and meet deadlines.
• Excellent guest service skills with a warm, professional, and approachable demeanor.
• Strong communication and interpersonal skills for interacting with guests, colleagues, and management.