Guest Services Officer (225-730)

The role of a Guest Services Officer is pivotal in the hospitality and tourism industry. As the first point of contact for guests, the Guest Services Officer ensures a warm, welcoming, and efficient experience for all visitors. The position requires a dynamic individual who can effectively manage diverse tasks ranging from check-ins and check-outs, to accommodating guest requests, resolving issues, and providing information about amenities and services. Strong communication, problem-solving, and organizational skills are essential, as is the ability to remain calm and professional under pressure. With an emphasis on delivering exceptional customer service, the Guest Services Officer helps to create memorable experiences that ensure guest satisfaction and loyalty.

Responsibilities

• Greet guests warmly and check them in and out efficiently.
• Provide information about hotel services and local attractions to guests.
• Respond to guest inquiries and resolve complaints promptly and professionally.
• Coordinate with housekeeping and maintenance to ensure room readiness.
• Manage reservations, cancellations, and other administrative tasks efficiently.
• Assist guests with special requests, such as restaurant bookings and transport arrangements.
• Ensure that all guest services operations comply with company standards.
• Maintain accurate records and update guest profiles for personalized service.
• Handle financial transactions, including billing and payments, accurately.
• Perform routine checks of public areas to ensure cleanliness and safety.
• Participate in team meetings and contribute to service improvement initiatives.
• Provide support to other departments as needed to ensure guest satisfaction.

Requirements

• High school diploma or equivalent; hospitality degree preferred.
• Proven experience in a customer service role, ideally in hospitality.
• Excellent communication and interpersonal skills for diverse interactions.
• Strong problem-solving abilities with a guest-focused mindset.
• Ability to multitask and perform effectively under pressure in a dynamic environment.
• Proficient in using hotel management software and Microsoft Office Suite.
• Flexibility to work in shifts, including nights, weekends, and holidays.