Guest Service Officer (225-907)

The Guest Service Officer plays a critical role in maintaining high standards of guest service while managing guest inquiries, complaints, and feedback in a professional manner. This position requires dynamic and efficient service delivery to ensure a pleasant guest experience and foster client satisfaction and loyalty. A Guest Service Officer often acts as the first point of contact between guests and the company, requiring excellent communication and interpersonal skills. They contribute significantly to the guest experience by providing information, resolving problems, and exceeding customer expectations. This role is pivotal in promoting the company’s image by interacting positively and professionally with guests and ensuring all guest requests and feedback are handled promptly and efficiently.

Responsibilities

• Greet guests warmly and assist them with their check-in processes.
• Provide guests with accurate and detailed information about services offered.
• Handle guest inquiries and complaints promptly and professionally.
• Ensure compliance with company policies and standards at all times.
• Maintain a clean, organized, and well-presented service area for guests.
• Liaise with other departments to ensure a seamless guest experience.
• Handle guest feedback and report insights to improve services offered.
• Provide assistance to guests in making reservations or bookings.
• Manage guest requests and arrange necessary accommodations or services.
• Monitor guest satisfaction and make proactive service improvements.
• Process guest payments accurately and securely using applicable systems.
• Maintain excellent product knowledge to effectively assist and advise guests.

Requirements

• Minimum high school diploma or equivalent qualification required for consideration.
• Proven experience in a customer service or hospitality role preferred.
• Strong communication and interpersonal skills are essential for the role.
• Ability to handle difficult situations and resolve conflicts amicably.
• Excellent organizational and multitasking abilities in a fast-paced environment.
• Proficiency in computer systems, including MS Office and booking software.
• Flexibility to work various shifts, including evenings, weekends, and holidays.