Guest Service Agent (Front Desk) at Precious Palm Royal Hotel

Job Description

• Serve as the first point of contact for guests, providing exceptional customer service through check-in, check-out, and general inquiries.
• Manage front desk operations efficiently while ensuring a positive guest experience.

Responsibilities
Guest Check-In/Check-Out:

• Welcome guests warmly and handle check-in/check-out procedures.
• Assign rooms, issue keys, and provide essential hotel information.

Reservation Management:

• Handle room reservations, modifications, and cancellations accurately.
• Update guest information and booking records in the hotel management system.

Customer Service:

• Address guest inquiries, requests, and complaints promptly and professionally.
• Offer concierge services such as booking transportation and recommending local attractions.

Billing and Payments:

• Process payments, including room charges, deposits, and incidentals.
• Ensure accurate billing and provide guests with receipts or invoices.

Communication and Liaison:

• Communicate guest requests and issues to appropriate departments.
• Coordinate with housekeeping, maintenance, and food & beverage teams to fulfill guest needs.

Security and Safety:

• Verify guest identification and ensure secure key management.
• Monitor and report any unusual activities or safety hazards.

Report and Record Keeping:

• Maintain accurate guest records, including arrivals, departures, and incidents.
• Prepare daily front desk reports and financial summaries.

Sales and Promotions:

• Promote hotel services, upgrades, and special packages.
• Upsell rooms and other hotel amenities to maximize revenue.

Telephone and Email Management:

• Answer incoming calls and emails professionally and assist with inquiries.
• Handle bookings and requests through online communication platforms.

Other Duties:

• Perform other tasks as assigned by management to support hotel operations.