Guest Service Agent

Key Responsibilities

• Welcome and register guests with a friendly demeanor and create a strong first impression. 
• Handle check-in/check-out processes, manage room reservations, payments, and billing queries accurately. 
• Provide detailed information on hotel facilities, promotions, local attractions, and transport options. 
• Respond to guest inquiries, requests, and feedback promptly and courteously; escalate issues to management when needed. 
• Collaborate with housekeeping, maintenance, F&B, and other departments to ensure guest needs are met seamlessly. 
• Manage front desk operations: wake-up calls, messages, mail handling, key-card issuance, and lost-and-found items. 
• Assist with concierge services: arranging transport, making reservations, and supporting luggage handling or valet. 
• Promote hotel services and upsell amenities to enhance guest satisfaction and revenue.