GUEST SERVICE OFFICER (FRONT DESK)

Description

Job Scope: 

• Provide a smooth, efficient check-in and check-out experience and support guests throughout their stay.
• Handle Front Office operations including answering calls, responding to enquiries, and managing guest requests promptly and courteously.
• Identify and support upselling opportunities for rooms, facilities, and services when appropriate.
• Perform cashiering duties, including cash float verification, payment processing, and compliance with financial procedures.
• Monitor OTA platforms and review channels, respond to guest messages, and manage online feedback professionally
• Coordinate with Housekeeping to ensure rooms and public areas are clean, well-maintained, and ready for guest use.
• Report maintenance issues promptly and ensure follow-up actions are taken.
• Handle guest feedback and complaints professionally, using sound judgment to resolve issues effectively.
• Maintain accurate shift reports, including incidents, where required.
• Ensure compliance with company policies, safety, security, and confidentiality standards at all times.
• Demonstrate teamwork and collaborate effectively with all departments to ensure seamless operations.
• Be flexible to support other roles, departments, or special projects as assigned by management.

Requirements

• Minimum 1–2 years of Front Office, Guest Services, Hotel or Serviced Apartment experience preferred.
• Good communication and customer service skills.
• Pleasant, professional and service-oriented personality.
• Good computer skills and familiarity with PMS/reservation systems is an advantage.
• Able to handle cash and payment transactions accurately.
• Good problem-solving and interpersonal skills.
• Able to work independently and as part of a team.
• Willing to work shifts, weekends and public holidays when required.