Front Office 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 – Front Office you will be creating a welcoming experience for our guests through helpful and exceptional service: greeting the guests when they arrive at the hotel, assisting them with the registration, processing payments and responding to the guests’ inquiries. 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.

What We Are Looking For

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
1. Guest Check-in and Check-out:
Check-in process: Greet guests upon arrival, verify reservation details, and complete the check-in procedure, which includes confirming payment, issuing room keys, and providing necessary information (e.g., hotel amenities, policies).
Check-out process: Handle guest check-out by processing payments, resolving any billing issues, and thanking guests for their stay. Ensure that all charges are accurately reflected and explain any discrepancies.
Room Assignments: Assign guests to rooms based on their preferences (e.g., smoking/non-smoking, bed types, special requests) and ensure rooms are ready for occupancy.

Desired candidate profile

Communication and Teamwork:

• Collaborating with team members: Work closely with other members of the front office team, including receptionists, concierge staff, and management, to ensure smooth operations.
• Interacting with other departments: Regular communication with housekeeping, maintenance, and other departments to ensure that guest requests are fulfilled and rooms are prepared on time.

Skills and Qualities Required:

• Exceptional Customer Service: A strong focus on providing excellent customer service, ensuring that guests feel welcome and valued.
• Communication Skills: Clear and effective verbal and written communication to interact with guests and team members professionally.
• Multitasking and Time Management: Ability to handle multiple tasks, such as check-ins, answering phones, and addressing guest requests, while maintaining a calm and organized demeanor.
• Problem Solving: Strong problem-solving skills to handle guest complaints, inquiries, or special requests and resolve any issues efficiently.
• Attention to Detail: Ensuring that all guest requests, reservations, and billing information are accurately handled and that no details are overlooked.
• Team Player: Working collaboratively with colleagues in a fast-paced environment to ensure smooth and efficient operations.
• Adaptability: Ability to remain flexible and adaptable to changing situations, guest needs, and hotel operations.
• Basic Computer Skills: Familiarity with hotel management software and reservation systems to handle bookings, check-ins/outs, and other administrative tasks.
• Sales and Upselling: Ability to upsell hotel services, room upgrades, or special packages to enhance the guest experience and contribute to hotel revenue.