
guest service officer
2 weeks ago
Job Description & Requirements
Key Responsibilities:
- Manage guest check-ins, check-outs, inquiries, and special requests with efficiency and care
- Provide exceptional customer service and resolve guest concerns or complaints promptly
- Maintain a professional and welcoming front desk and lobby environment
- Coordinate with departments including Housekeeping, Security, Engineering, F&B, Sales, and Wellness to fulfill guest needs
- Work with the sales and reservations team to ensure accurate booking and guest information
- Conduct room and facilities viewings when sales staff are unavailable, especially on weekends and public holidays, and ensure guest handover to sales for follow-up
- Enforce cleanliness and organization of the front desk and surrounding areas
- Support the implementation of safety and emergency protocols as needed
- Ensure compliance with all hotel SOPs, policies, and local regulations
- Submit required forms or guest records to relevant government authorities (e.g., for foreign guests) in a timely manner
- Assist with other duties or ad-hoc tasks as assigned by the management
Requirements:
- Diploma or Bachelor's Degree in Hospitality Management preferred
- Minimum 2 years' experience in a similar role in a reputable hotel or serviced residence
- Strong communication skills, both written and verbal, with the ability to connect with diverse guests
- Excellent customer service orientation and problem-solving ability
- Organized, proactive, and resourceful with high attention to detail
- Able to multitask effectively in a dynamic environment
- Willingness to work rotating shifts including weekends, nights, and public holiday
Front Office
Service Orientation
Customer Service Oriented
Able To Multitask
Restaurants
Housekeeping
Interpersonal Skills
Property
Exceptional Customer Service
Hospitality Management
Data Entry
Compliance
Attention to Detail
Communication Skills
Administrative Support
Team Player
Customer Service
Directing
Hospitality
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