Job Description

The Guest Service Agent (GSA) is the first point of contact for guests and plays a key role in creating a positive guest experience. The GSA handles check-in and check-out, responds to guest inquiries, resolves issues promptly, and ensures smooth front office operations with professionalism and warmth.

 Key Responsibilities

• Welcome guests warmly and perform check-in/check-out procedures accurately
• Handle reservations, cancellations, room changes and guest profiles
• Provide information on hotel facilities, services and local attractions
• Respond promptly to guest requests, complaints and inquiries
• Coordinate with Housekeeping, Maintenance and other departments to fulfill guest needs
• Process payments, billing and cashiering duties accurately
• Maintain guest records and update the system
• Handle phone calls, emails and walk-in inquiries professionally
• Ensure front desk area is clean, organized and presentable
• Adhere to hotel policies, SOPs and service standards
• Upsell rooms and hotel services when appropriate
• Follow safety, security and confidentiality procedures

Job Requirements

 Requirements & Qualifications

• Fresh Graduates are welcome
• Previous experience in front office or customer service is an advantage
• Excellent communication and interpersonal skills
• Proficient in English; additional languages are an advantage
• Basic computer skills
• Strong problem-solving and multitasking abilities
• Pleasant personality with a service-oriented mindset
• Willingness to work shifts, weekends and public holidays

Skills