Guest Service Executive

Role summary

Guest and reception service

• Assist guests throughout their stay and provide information about hotel promotions, events, activities, and local attractions.
• Issue room keys using required safety and security procedures; assist with luggage when needed.
• Communicate guest requests and reservations to the call center and ensure follow-up.
• Handle currency exchange and financial transactions in line with hotel policies.
• Maintain a clean, organized reception area and accurate shift handovers; protect confidential guest information.
• Follow team-leader policies, attend briefings, maintain uniform and grooming standards, and support other departments as needed.

Systems, transactions, and reporting

• Use Opera Cloud PMS to perform check-in and checkout within required time standards.
• Train on high-balance, traces, and downtime reports; City Ledger closing, rebates, and finance-related reports.
• Complete daily revenue transactions accurately and support Opera Cloud night-audit procedures.
• Prepare management reports and distribute night-audit reports to relevant departments.

Skills and experience

• Fluency in English is essential; proficiency in additional languages is highly desirable.
• Willingness and aptitude to learn and perform Front Office Agent duties efficiently.
• Hospitality experience, especially Front Office operations, is highly valued; lodge or luxury hotel experience, preferably five-star, is preferred.
• Must be able to lift and handle heavy objects when required.
• Strong attention to detail, accuracy, follow-through, independent work, and deadline management are required.
• Excellent guest-service, communication, and interpersonal skills are required.

Safety and training

• Training is required in life-safety protocols, fire procedures, and emergency actions.
• Attendance at scheduled departmental training sessions is required.