Guest Service Officer

Roles and responsibilities

You will be responsible to provide an excellent and consistent level of service to your customers.

The Guest Service Officer is responsible to contribute to the smooth and efficient running of the Reception within the Residences Division

Knowledge about ISO 14001 is an added advantage.

Qualifications

Diploma/qualification in Hospitality or Tourism Management

• Guest Check-In and Check-Out:

  • Greet guests warmly upon arrival and facilitate a smooth check-in process.
  • Ensure that guests' information is accurately recorded in the system and handle payment or billing details.
  • Assist guests during check-out, ensuring their departure is seamless and they leave with a positive experience.

• Customer Service and Assistance:

  • Provide personalized assistance to guests by answering their questions, addressing concerns, and offering recommendations for local attractions or services.
  • Handle guest complaints or special requests with professionalism, working to resolve any issues to the guest’s satisfaction.
  • Offer support to guests during their stay, whether it's arranging room service, coordinating transportation, or handling special needs.

• Information Management:

  • Provide information about hotel amenities, services, and facilities (e.g., restaurant hours, gym, spa, etc.).
  • Maintain accurate records of guest interactions and requests, ensuring all communications are logged properly in the system.
  • Update guests on any changes or disruptions, such as construction in the area or service outages.

• Reservation Management:

  • Assist with making reservations for guests, ensuring room availability and handling special requests (e.g., room preferences, early check-ins, or late check-outs).
  • Update the booking system to reflect changes or cancellations.
  • Collaborate with the sales or marketing team to promote special offers or packages.

• Coordination with Other Departments:

  • Work closely with housekeeping, food & beverage, and maintenance staff to ensure that guest needs are met promptly.
  • Communicate any guest requests or concerns to relevant departments to facilitate quick resolutions.
  • Ensure smooth communication between front desk operations and other hotel areas, especially during peak hours.

• Billing and Payment Processing:

  • Handle cash, credit card, or other forms of payment for services provided.
  • Prepare and issue invoices to guests upon check-out and resolve any billing discrepancies.
  • Ensure that all charges are accurately recorded in the system and adhere to company policies.

• Maintaining Guest Privacy and Security:

  • Ensure that guests' personal information is handled confidentially and securely.
  • Assist with the verification of guest identification and ensure that only authorized individuals are granted access to rooms or services.

Desired candidate profile

1. Communication Skills:

   • Strong verbal and written communication skills are essential for interacting with guests, team members, and management.
   • Ability to effectively convey information, listen to guest concerns, and respond appropriately.

2. Customer Service Excellence:

   • A high level of professionalism and courtesy when dealing with guests.
   • Ability to remain calm and composed when managing guest complaints or issues, and offering solutions promptly.

3. Problem-Solving and Decision-Making:

   • Ability to handle a wide range of issues and challenges that may arise during a guest’s stay.
   • Quick thinking and the ability to make decisions that satisfy the guest while adhering to company policies.

4. Attention to Detail:

   • Being thorough when recording guest information, managing reservations, and ensuring that guest needs are met.
   • Monitoring any special requests or notes about a guest’s preferences for future stays.

5. Multitasking and Time Management:

   • Ability to handle multiple tasks at once, such as answering phones, checking in guests, and responding to requests simultaneously.
   • Prioritizing tasks effectively, especially during busy check-in/check-out times.

6. Cultural Sensitivity and Empathy:

   • Understanding the needs and preferences of guests from diverse cultural backgrounds.
   • Ability to create a welcoming environment where all guests feel valued and respected.

7. Technology Proficiency:

   • Familiarity with hotel management software (e.g., Opera, Hotello, Protel) to check in guests, process payments, and manage reservations.
   • Proficiency with office software (e.g., Microsoft Office or Google Workspace) for reporting and communication.

8. Teamwork:

   • Ability to collaborate with other team members, such as housekeeping, kitchen staff, and managers, to provide seamless service to guests.
   • Being a team player who helps to maintain positive relationships with colleagues in all departments.

9. Patience and Resilience:

   • Patience when dealing with high-stress situations, such as managing an influx of guests during peak hours or addressing difficult customer complaints.
   • Resilience in handling repetitive tasks and staying upbeat in a fast-paced environment.

10. Knowledge of Local Area:

• Knowledge of the local area, including tourist attractions, restaurants, and services, to assist guests with recommendations.
• Ability to stay informed about local events, activities, and changes that may impact guest experiences.