Guest Service Officer (225-730)

A Guest Service Officer plays a pivotal role in ensuring that guests have an exceptional experience from the moment they arrive until their departure. This position requires a strong dedication to customer service, excellent communication skills, and the ability to handle various tasks efficiently. Guest Service Officers are the front-liners of customer interaction and are responsible for creating a welcoming and hospitable environment. They are typically employed in hotels, resorts, and other hospitality settings. An effective Guest Service Officer must have a keen eye for detail and an innate ability to assist guests in resolving their queries or issues promptly. By maintaining a professional yet friendly demeanor, they contribute significantly towards guest satisfaction and the overall success of the business. Their role not only involves direct interaction with guests but also indirectly supports other departments by facilitating a seamless guest experience.

Responsibilities

• Greet and welcome guests as they arrive at the establishment.
• Handle guest check-ins and check-outs in a professional manner.
• Maintain up-to-date knowledge of hotel services and local attractions.
• Respond to guests’ inquiries and resolve any issues promptly and courteously.
• Coordinate with housekeeping and maintenance departments as needed.
• Process reservations, cancellations, and modifications efficiently and accurately.
• Manage guest records and ensure data privacy in compliance with regulations.
• Assist guests with luggage and offer concierge services when required.
• Ensure the lobby area remains tidy and welcoming at all times.
• Uphold the organization's customer service standards at all times.
• Solicit feedback from guests to improve service delivery continuously.
• Work alongside the security team to ensure guests' safety and security.

Requirements

• High school diploma or equivalent; hospitality degree preferred.
• Previous experience in customer service or the hospitality industry.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills and the ability to multitask effectively.
• Proficient in using computer systems, including MS Office and CRM software.
• Flexible schedule is required, including availability on weekends and holidays.
• Outstanding customer service skills with a proactive attitude.
• Ability to remain calm and professional under stressful situations.