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Guest Service Officer


1 month ago by




The Front Office Agent (Officer)/Guest Relation(s) Agent (Officer)/Guest Service(s) Agent (Officer)/Call Centre Agent (Officer) addresses the needs of all very important guests and ensures a unique guest experience. He/She treats guests with respect and handles reservations, walk-in requests, registration, and complaints with professionalism. Doing so will promote a positive first impression to guests. He/She works with Rooms Division and other departments to update room status reports. He/She also has to perform duties as a cashier. He/She is proficient in using the Property Management System. He/She is also familiar with guidelines, products, services, and promotions. He/She is able to advise on local events, activities, and opening hours of the property's establishments. He/She has to be familiar with pricing options to address guests’ requests. At times, he/she also may apply cross selling tactics to promote the hotel’s services. He/She attends to every call promptly and politely, and takes messages in a precise manner. If there is a request for wake-up call, he/she will make sure to do it on time. He/She adheres to guidelines when performing his/her tasks. He/She ensures accurate posting of all charges related to call services to guests’ accounts.

5 day week





Candidate Requirement

No Requirement

~ Apply upselling and suggestive selling techniques ~ Carry out operations that will result in service excellence ~ Handle basic administrative duties ~ Handle guest/customers' concerns and feedback ~ Perform essential online functions ~ Provide front office services ~ Provide one-stop services ~ Provide reservation service ~ Provide switchboard services (*note - only applicable for call centre agent) ~ Respond to challenges in service ~ Solve problems and make decisions at operations level ~ Use basic functions and applications of a computer ~ Utilise software systems in hospitality management ~ Work in a diverse service environment ~ Work in a team

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