Guest Service Agent

POSITION SUMMARY

The Guest Service Agent is responsible for delivering exceptional guest experiences through efficient and professional front desk operations. This role serves as a primary point of contact for guests, managing check-in and check-out procedures, room assignments, cashiering functions, and guest enquiries. The Guest Service Agent ensures every interaction reflects genuine hospitality, attention to detail, and operational excellence while maintaining compliance with hotel policies, procedures, and brand standards.

KEY RESPONSIBILITIES

• Assist guests with enquiries, travel arrangements, transportation, and local recommendations.
• Handle guest concerns and complaints professionally and efficiently. 
• Promote hotel facilities, services, and amenities to enhance guest satisfaction and revenue. 
• Process guest check-ins, check-outs, room assignments, and room changes accurately. 
• Maintain accurate guest records and reservation information. 
• Manage cashiering functions, including payments, cash handling, and foreign currency transactions. 
• Reconcile cashier floats and complete daily balancing procedures. 
• Assist with safety deposit box administration and documentation. 
• Ensure compliance with hotel policies, procedures, accounting standards, and brand requirements 

PREFERRED QUALIFICATIONS

• Diploma or Certificate in Hospitality Management, Tourism, Business Administration, or a related field.
• Excellent customer service and communication skills. 
• Strong attention to detail and accuracy. 
• Ability to handle cash and financial transactions responsibly. 
• Professionalism, confidence, and problem-solving ability. 
• Strong teamwork and interpersonal skills. 
• Ability to remain calm and effective in a fast-paced environment.
• Experience working in a hotel environment would be an advantage.
• Knowledge of Opera PMS or similar hotel management systems.