Guest Service Agent

JOB OVERVIEW 

The Guest Service Agent will represent the hotel to the guest throughout all stages of the guest stay. 
He/She will help guests during check-in and check-out, assign rooms, accommodate special requests 
whenever possible, answer the phones and assist with rooms reservation. 

RESPONSIBILITIES:

• Register guests and assigns rooms. Accommodates special requests whenever possible
• Assist in preregistration and blocking of rooms for reservations
• Thoroughly understand and adhere to proper credit, and cash handling policies and procedures
• Understand room status and room status tracking
• Know room locations, types of rooms available, and room rates
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel
• Know the location, types of available rooms and the activities and services of the property
• Coordinate room status updates with the housekeeping department by notifying housekeeping 
of all check outs, late checkouts, early check-ins, special requests, and day use rooms
• Possess a working knowledge of the reservations department, take same day reservations and 
future reservations when necessary, knows cancellation procedures
• Maintain guest room key storage, and maintain and supervise access to safe deposit boxes
• Process guest check-outs
• Perform cashier related functions like posting charges to guest accounts, raising paid out's, 
currency exchange
• Follow procedures for issuing and closing safe deposit boxes used by guests
• Work closely with the housekeeping department in the keeping room status reports up to date 
and coordinate requests for maintenance and repair work
• Use proper telephone etiquette
• Perform cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, 
foreign currency exchange, etc
• Use proper mail, package, and message handling procedures
• Read and initial the daily log and bulletin board, is aware of daily activities and meetings taking 
place in the hotel
• Attend department meetings
• Report any unusual occurrences or requests to the Operations Manager or Assistant Manager
• Know all safety and emergency procedures, is aware of accident prevention policies
• Maintain the cleanliness and neatness of the front desk area
• Understand that business demands sometimes make it necessary to move employees from 
their accustomed shift to other shifts
QUALIFICATIONS & REQUIREMENTS
- Possess certificate or diploma in hospitality, tourism and related discipline.
- Preferably minimum 1 year working experience in hotel- related or customer service-related 
position.
- Team player who is organised and able to work independently
- Outstanding communication and people skills
- Detailed oriented and strong customer service skills
- Well-groomed and professional disposition