Job Summary:

The Guest Services Officer – Front Office is responsible for providing an excellent and consistent level of service to customers while contributing to the smooth and efficient running of Front Office operations within the Rooms Division. This role requires strong communication skills and a commitment to customer satisfaction.

Responsibilities:

• Customer Service:
  • Greet and assist guests upon arrival and departure, ensuring a warm and welcoming atmosphere.
  • Address guest inquiries, requests, and concerns promptly and professionally.
  • Maintain a customer-focused mindset to enhance guest experiences and satisfaction.
• Front Office Operations:
  • Manage check-in and check-out processes efficiently, ensuring accuracy in billing and room assignments.
  • Monitor room availability and coordinate with housekeeping to ensure timely room readiness.
  • Assist in managing reservations and provide support in upselling room types and hotel services.
• Communication and Collaboration:
  • Liaise with other departments, including housekeeping and maintenance, to resolve guest issues swiftly.
  • Communicate effectively with team members to ensure seamless operations and guest satisfaction.
  • Participate in team meetings to discuss updates, feedback, and service improvements.
• Administrative Duties:
  • Maintain accurate records of guest information and transactions in the hotel management system.
  • Prepare daily reports on occupancy rates, guest feedback, and service quality.
  • Assist in training new staff on front office procedures and customer service standards.
• Problem Solving:
  • Handle guest complaints and feedback with professionalism, ensuring appropriate follow-up actions are taken.
  • Implement solutions to improve service delivery and operational efficiency.
• Safety and Security:
  • Ensure compliance with hotel policies and safety standards.
  • Monitor security procedures at the Front Office and report any suspicious activity to management.

Requirements:

• Minimum 1 year of work experience in hotel operations, particularly in front office or guest services.
• Strong customer service orientation with the ability to handle guest inquiries and complaints effectively.
• Excellent communication skills in English; additional languages are a plus.
• Proficiency in hotel management software and basic computer skills.
• Ability to work well under pressure and maintain a positive attitude.

Level of Education:

• High school diploma or equivalent; a degree in Hospitality Management or related field is preferred.

Work Hours:

• Full-time position with flexibility to work shifts, including evenings, weekends, and holidays as required.

Experience in Months:

• Minimum 12 months of experience in a customer service role within the hospitality industry.