Guest Service Officer

Job description

Job Description

The Guest Service Officer is responsible for delivering exceptional guest experiences from arrival to departure. The role requires handling guest check-in/check-out, managing reservations, addressing guest inquiries and concerns, and ensuring smooth coordination with other departments. The Guest Service Officer acts as the first point of contact for guests, providing a warm welcome and professional service in line with the hotel's standards.

Guest Services:

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Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.

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Handle room allocations, key issuance, and provide hotel information.

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Respond promptly and professionally to guest inquiries, requests, and complaints.

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Assist guests with luggage, transportation, and concierge-related needs (tours, restaurant bookings, directions, etc.).

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Promote hotel facilities, services, and ongoing promotions to enhance the guest experience.

Operations & Administration:

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Manage reservations, cancellations, and amendments efficiently.

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Handle cash, credit card, and billing transactions in compliance with hotel policies.

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Maintain accurate guest records in the Property Management System (PMS).

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Coordinate with Housekeeping and Maintenance to ensure rooms are clean and operational before guest arrival.

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Monitor lobby activities to ensure safety, cleanliness, and guest comfort.

Desired profile

Qualifications :

Qualifications & Skills:

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Diploma/Degree in Hospitality Management or equivalent.

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Minimum 1–2 years of experience in Front Office/Guest Services (preferably in a 4-star or 5-star hotel).

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Proficiency in hotel PMS (Opera or similar).

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Strong communication and interpersonal skills.

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Fluent in English (additional languages are an advantage).

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Customer-focused with problem-solving abilities.

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Presentable, professional, and well-groomed at all times.