Job Description

I. BASIC PURPOSE / JOB BRIEF:

The Guest Services Officer is responsible for delivering a seamless hotel guest journey during the arrival, in-house, and departure experience. The Guest Services Officer’s primary function is to serve all of the needs of the hotels VIP guests. He/She also supports Front Office operations by manning the front desk/reception area.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Facilitates the check-in and check-out of hotel guests at the front desk, performs in- room check-in for hotel VIP guests and guests with transportation reservations by having complete knowledge of the operational systems such as, Opera Property Management System, Vision, EDC Machines, and other equipment
• Maintains accurate and current information on property knowledge, promotions, events, and programs by attending daily briefings and reading the provided material
• Inspects the hotel rooms for VIP guests by checking if the key cards are working, the cleanliness of the room and functionality of room features.
• Escorts the hotel guests to the guest rooms and provides a room orientation by only highlighting the relevant features of the room.
• Exerts effort to create a memorable guest experience for the guest by engaging in a meaningful conversation with the purpose to extract the guests’ preference.
• Sets up the hotel room in accordance to the instructions given by the supervisor or manager – especially for hotel guests celebrating special occasions.
• Ensures the effective resolution of any issues raised by the guest either in person or by referring the issue to a more senior manager to ensure ongoing relations and rapport is not compromised with the guest.
• Communicates irregular practices to concerned Department Heads
• Performs other job related duties assigned by superiors

III. JOB SPECIFICATIONS:

Educational Requirement:

• College level of any course or equivalent professional training

Experience Requirements:

• At least 1 year working experience as a hotel Operation’s front-liner at a 5-star hotel.

Skills and Attributes:

• Knowledgeable in Hotel Property Management Systems, preferably Opera
• Proficient in Microsoft Office Applications

Other Qualifications:

• Can stand on their feet for a long period and capable of working outdoors.
• Physically fit and no visible tattoos.
• Displays exceptional commitment to improving customer service.
• Creative and has eye for details