Guest Service Agent

Job Summary

 As Guest Sevice Agent, your main responsibility is to warmly welcome guests to the hotel and assist them with any queries they have during their stay. You provide guests with an efficient and smooth check in and check out and ensure that all billing is complete and accurate. As a key member of the Front Office team, you always seek to anticipate guests needs to help ensure that their stay is a memorable one.

Job Description:

• A customer-oriented mindset with a commitment to delivering outstanding service.

• Handle guest complaints and resolve issues promptly

• Provide general information to customers and guests in a good and helpful manner.

• Coordinate with other departments to ensure smooth operations

• Maintain accurate records and reports

• Implement and maintain standard operating procedures

• Ensure compliance with all relevant regulations

• Ensure the front desk is clean and organized

• Manage room reservations and cancellations

• Assist with check-in and check-out processes

• Handle cash and credit transactions accurately

• Maintain a positive and professional demeanor at all times

• Assist with marketing and promotional activities

• Ensure security and safety protocols are followed

• Basic knowledge about Surabaya and activities are available in the city in order to provide information for guests.

• Ability to operate manual and automatic vehicles with minimum 2 years driving experience

• Ensure security and safety protocols are followed

• Perform other duties as assigned (e.g., luggage handling, Concierge support)

Qualifications

•  Diploma in Hospitality Management or equivalent.

• Minimum of 2 years of experience in a front office role within a luxury hotel setting

• Excellent verbal and written communication skills

• Customer-focused with a commitment to excellence.

• Excellent communication and interpersonal skills.

• Ability to handle stressful situations with grace.

• Strong organizational and multitasking abilities.

• Attention to detail and problem-solving skills.

• Ability to work flexible hours, including weekends and holidays.

• Knowledge of front office operations and procedures.

• Ability to work independently and as part of a team.

• Professional appearance and demeanor.

• Strong conflict resolution skills.

•  Ability to maintain confidentiality.

• A valid drivers license

•  Knowledge of relevant regulations and compliance requirements.

•  Proficiency in Opera and Microsoft 365

Information :

• Company : Hotel Majapahit Surabaya
• Position : Guest Service Agent
• Location : Kecamatan Genteng
• Country : ID