Guest Service Agent

About the role

The Guest Service Agent is the first point of contact for hotel guests, ensuring a seamless and welcoming experience from arrival to departure. You will manage check‑in and check‑out processes, handle reservations, and address guest inquiries and complaints with professionalism.

Key responsibilities

• Process guest check‑ins and check‑outs according to hotel policies.
• Maintain accurate guest registration records and manage reservations via phone and email.
• Handle membership enrolments, VIP requests, and special service needs.
• Supervise lobby cleanliness, monitor in‑house music, and report any defects.
• Conduct courtesy calls to arrivals and in‑house guests, recording satisfaction in the PMS.
• Manage cash float, reconcile daily transactions, and ensure adherence to credit and payment policies.
• Train and oversee new Guest Service Agents, providing on‑the‑job guidance.
• Communicate effectively with all hotel departments and attend required meetings.

Required profile

• Thorough knowledge of front‑office operations, cashiering, and telephone procedures.
• Strong attention to detail and ability to handle guest complaints promptly.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work in a fast‑paced hospitality environment.

Required skills

• Familiarity with Property Management Systems (PMS).
• Cash handling and reconciliation.
• Basic knowledge of hotel key management (metal & master keys).