Guest Service Officer

Roles and responsibilities

We are looking for colleagues who can quickly perpetuate a culture that embraces modern design and exceptional service, who have a passion for outstanding customer-tailored service that is both unique and authentic. We believe our guests select our hotel because of our caring and attentive colleagues who provide efficient service and create seamless, intuitive, signature experience making our guests’ stay free from stress and filled with success.

As Guest Service Officer – Communications Centre you will be creating a welcoming experience for our guests through helpful and exceptional service: responsible for answering high volume of incoming calls to the hotel and responding to the guests’ inquiries, must have good typing skills, a pleasant attitude and excellent phone demeanor. In this position you will be proactively resolving service-related concerns and providing appropriate follow up. This highly visible role gives opportunity for casual conversation and has a direct impact on creating signature experience.
1. Guest Reception and Check-in/Check-out:
Greeting guests as they arrive, providing a warm welcome to create a positive first impression.
Checking guests in and out efficiently, ensuring that all personal details are correctly entered into the system and room keys are provided.
Handling reservations: Confirming or amending bookings, answering guest queries about their stay, and ensuring that all preferences are met.
Handling payment transactions during check-in and check-out, including processing payments for rooms, services, or any incidental charges.
Providing guests with essential information upon arrival, such as hotel amenities, schedules, and safety procedures.
2. Guest Assistance and Inquiries:
Addressing guest needs and requests, whether it’s information about the local area, additional amenities, or room-related inquiries.
Answering phone calls, emails, and other inquiries about the property, including availability, services, and rates.
Providing information about hotel services like dining options, spa treatments, activities, or transportation services.
Handling guest special requests (e.g., extra towels, room service, reservations, early check-in/late check-out requests) and ensuring they are promptly fulfilled.

Desired candidate profile

Relevant degree or diploma in Hospitality or Tourism management

Exceptional interpersonal skills showing care and the ability to connect and care for our guests

International experience in luxury hotel brands demonstrating adaptability to a range of cultures and environments

Desire to constantly learn and ambition to grow

Ability to work under pressure

Excellent English
Guest Satisfaction and Feedback:
Conducting follow-up calls or surveys to ensure that guests are satisfied with their stay and encourage feedback for continuous improvement.
Recording guest feedback and offering suggestions for improvements or additional services to enhance the guest experience.
Skills and Qualities Required:
Customer service excellence: Strong focus on providing outstanding service and ensuring that every guest feels valued and cared for.
Communication skills: The ability to communicate clearly and effectively with guests and colleagues, both in person and over the phone or email.
Problem-solving skills: Ability to quickly assess guest concerns or complaints and find appropriate solutions to maintain guest satisfaction.
Attention to detail: A keen eye for detail to ensure that guest information is accurately recorded and that requests are handled with precision.
Multitasking: Ability to manage multiple tasks simultaneously, especially during peak hours, while maintaining composure and delivering excellent service.
Organizational skills: Ensuring that all guest information and operational procedures are well organized to prevent errors or confusion.
Professional appearance and demeanor: Representing the hotel in a polished and professional manner, making guests feel comfortable and confident in the service they will receive.
Adaptability and flexibility: The ability to adapt to changing guest needs or operational circumstances, especially in a fast-paced environment.
Tech-savviness: Familiarity with hotel management software, reservation systems, and basic office tools.