Guest Services Officer (Receptionist)

About the resort

Role overview

Guest service and front desk

• Welcome guests, assist with registration, and manage smooth check-in and check-out.
• Confirm guest preferences and room assignments, manage special requests, and keep guest profiles updated.
• Respond to inquiries and complaints, resolve concerns, and recommend hotel services and local attractions.
• Arrange transportation, dining, spa appointments, event tickets, and personalized amenities.

Reservations and operations

• Handle reservation changes and cancellations, maintain accurate reservation records, and coordinate bookings with Sales and Reservations.
• Process payments, settle accounts, resolve billing discrepancies, and protect confidential guest information.
• Coordinate with hotel departments, support colleagues during busy periods, and maintain an organized front desk.
• Complete administrative tasks, follow hotel and safety procedures, and report suspicious activity or safety concerns.

Qualifications

• Previous hospitality or customer-service experience is required; luxury hotel or five-star experience is preferred.
• A high school diploma or equivalent is required; a hospitality-management or related degree is a plus.
• Excellent communication, interpersonal, multitasking, problem-solving, and attention-to-detail skills are required.
• English proficiency is required. Spanish, French, or Mandarin is an advantage.
• PMS or hotel reservation software experience is highly preferred; experience with office software and hotel phone and office equipment is also specified.