Guest Service Officer

13 hours ago

Butterworth, Penang, Malaysia ISLAND LANDCAP HOSPITALITY SDN. BHD. Full time

The Guest Service Officer is responsible for providing exceptional customer service at the front desk, ensuring that all guest interactions are handled with courtesy, professionalism, and efficiency. This role involves performing check-ins and check-outs, handling reservations, addressing guest inquiries, and ensuring that the front office operates smoothly throughout the day.

The Guest Service Officer plays a key role in creating a welcoming atmosphere and providing a positive experience for guests.

THE JOBSCOPE

  • Greet guests in a friendly and professional manner upon their arrival.
  • Check guests in and out efficiently, ensuring all information is accurately entered into the system.
  • Issue room keys and provide relevant information regarding hotel services and amenities.
  • Handle billing and payment transactions, including cash, credit cards, and room charges.
  • Assist guests with reservations over the phone, via email, or in person, ensuring their needs are met.
  • Manage room availability and ensure that reservations are handled accurately and promptly.
  • Process cancellations, modifications, and no-shows according to hotel policies.
  • Respond to guest inquiries, provide information about hotel facilities, services, local attractions, and dining options.
  • Address guest complaints and concerns promptly and professionally, ensuring guest satisfaction.
  • Coordinate with other departments (e.g., housekeeping, maintenance) to fulfill guest requests and ensure room readiness.
  • Maintain accurate guest records in the property management system (PMS).
  • Update guest profiles and preferences to enhance future stays.
  • Maintain front desk area cleanliness and organization.
  • Answer incoming calls, redirecting them to the appropriate departments or handling inquiries directly.
  • Provide detailed information to guests about hotel policies, services, and amenities.
  • Coordinate with the housekeeping, maintenance, and concierge teams to ensure a smooth guest experience.
  • Communicate any guest issues or special requests to the Duty Manager.
  • Ensure that guests are aware of and have access to available amenities, such as the business center, fitness center, or dining options.
  • Assist with guest luggage, transportation, and special requests when needed.
  • Ensure all guest check-in/check-out procedures are completed in accordance with hotel policies and safety protocols.
  • Verify guest identification and ensure security procedures are followed when checking in or out.
  • Report any suspicious activities or security concerns to management.
  • Responsible for driving top management when required, and available for travel throughout Malaysia.

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