Guest Services Officer

• Warmly welcome guests upon arrival assist with registration and ensure smooth checkin/checkout procedures.
• Verify guest preferences ensuring that room assignments and special requests are met.
• Offer a seamless departure process by handling checkout swiftly ensuring all accounts are accurately settled.
• Handle guest inquiries requests and complaints with the utmost professionalism responding promptly and efficiently.
• Offer tailored recommendations about hotel services local attractions and events to enhance the guest experience.
• Manage guest expectations and resolve any issues or concerns to ensure complete satisfaction.
• Accurately manage room assignments and keep guest profiles updated.
• Process billing and payments including cash credit cards and digital transactions ensuring correctness and confidentiality.
• Resolve billing discrepancies with efficiency providing clarity on charges as needed.
• Handle reservation modifications cancellations and special requests while ensuring the availability of preferred accommodations.
• Keep the reservations system uptodate ensuring accuracy and maximizing room occupancy.
• Work closely with the Sales and Reservations team to confirm guest bookings and accommodate lastminute changes.
• Provide concierge services by helping guests with transportation restaurant reservations spa appointments tickets to events and other special requests.
• Proactively anticipate guest needs and provide personalized service such as arranging surprise amenities or requests for special occasions.
• Maintain thorough knowledge of hotel amenities services and operational procedures to provide accurate information to guests.
• Stay informed about local attractions restaurants and events and provide informed recommendations to enhance guests stays.
• Work cohesively with other departments such as Housekeeping Engineering and F&B to address guest needs and resolve any service issues.
• Assist team members during peak hours and highdemand periods maintaining a calm and professional demeanor.
• Ensure the front desk area is clean organized and welcoming at all times.
• Handle administrative tasks such as filing sorting and data entry as needed.
• Follow hotel policies procedures and safety standards ensuring the wellbeing of guests and team members.
• Monitor security systems and report any suspicious activity or safety concerns to appropriate departments.
• Ensure that all guest information remains confidential and is handled with respect.

Qualifications :

• Previous experience in hospitality or customer service preferably in a luxury hotel or 5star environment.
• Experience with property management systems (PMS) or hotel reservation software is highly preferred.
• Excellent communication and interpersonal skills with the ability to manage challenging situations calmly and professionally.
• Strong multitasking abilities and the capacity to handle highpressure situations.
• Problemsolving skills with the ability to find creative solutions to guest concerns.
• Exceptional attention to detail ensuring high standards of service and accuracy in billing and room assignments.
• High school diploma or equivalent required; a degree in hospitality management or related fields is a plus.
• Proficiency in English; additional languages such as Spanish French or Mandarin are a significant advantage.
• Experience using property management systems (PMS) reservations software and basic office software (Word Excel Outlook).
• Ability to operate hotel phone systems fax and other office equipment.
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Remote Work :

No

Employment Type :

Fulltime