Agent

Roles and responsibilities

The primary responsibility of a guest service agent is to provide expertise services in a courteous manner. You are responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.

You will handle all guest enquires, requests and comments promptly and efficiently, ensuring their stay in the hotel is to their satisfaction.
Guest Reception & Check-in/Check-out:

Greet guests warmly upon arrival, ensuring a professional and friendly first impression.
Efficiently handle guest check-ins and check-outs, verifying guest details and processing payments.
Explain hotel amenities, services, and policies to guests during check-in, ensuring they are informed of all relevant information.
Handle guest requests, such as room preferences, special accommodations, and amenities, and ensure they are met to the guest’s satisfaction.
Reservations Management:

Manage guest reservations, including modifications, cancellations, and room assignments.
Ensure accurate input of reservation details into the hotel’s property management system (PMS).
Assist guests in making new reservations, whether by phone, email, or in-person, providing information on room availability, rates, and special offers.
Monitor room availability and occupancy levels, ensuring that the hotel maximizes room bookings while maintaining a high level of guest satisfaction.
Guest Inquiries & Requests:

Respond to guest inquiries regarding hotel services, local attractions, transportation, dining options, and other guest needs.
Address guest requests for additional services such as extra towels, wake-up calls, luggage assistance, or special amenities in a timely and courteous manner.
Coordinate with other departments (housekeeping, maintenance, concierge, etc.) to ensure guest requests are fulfilled promptly.
Handling Guest Complaints:

Address and resolve guest complaints, issues, or concerns in a professional, empathetic, and timely manner.

Desired candidate profile

A strong focus on customer service
Prior experience in hotel front office operations is preferred
Excellent communication skills; fluency in English is required
Be able to work shifts, weekends and public holidays
Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred
Excellent verbal and written communication skills, with a focus on clear, professional, and friendly guest interactions.
Strong organizational and time management skills, with the ability to prioritize tasks in a busy environment.
Ability to handle multiple tasks simultaneously and maintain attention to detail.
Good problem-solving skills and the ability to resolve guest issues calmly and effectively.
Ability to remain composed and efficient under pressure, especially during peak check-in/out times.
Basic knowledge of front office operations, including reservations, billing, and guest services.
Personal Attributes:

Friendly, approachable, and customer-focused, with a genuine passion for delivering high-quality service.
Professional appearance and demeanor, with the ability to handle sensitive guest information confidentially.
A strong team player who works well with other hotel departments to provide a seamless guest experience.