GUEST SERVICE AGENT
2200 - 3300 SGDLINK HOTELS INTERNATIONAL PTE. LTD.
Guest Check-in & Check-out
· Welcome guests in a professional and courteous manner.
· Perform gues check-in and registration procedures.
· Verify reservations, room allocations, and payment methods.
· Process guest check-outs and ensure all charges are accurately settled.
· Issue and control Guest room key cards according to hotel procedures.
Front Office Operations
· Maintain accurate guest records in the Property Management System (PMS).
· Update guest profiles, preferences, and reservation details.
· Handle room assignments and room changes.
· Monitor room availability and room status.
· Coordinate guest arrivals, departures, and special requests.
Cashiering & Billing
· Process payments via cash, credit cards, and other approved payment methods.
· Maintain and balance cashier floats.
· Post guest charges accurately into the PMS.
· Handle billing enquiries and invoice requests.
· Ensure all financial transactions comply with hotel policies.
Guest Services
· Respond promptly to guest enquiries, requests, and feedback.
· Provide information on hotel facilities, services, local attractions, and transportation.
· Arrange guest services such as wake-up calls, courier services, taxi bookings, and message handling.
· Assist guests with luggage arrangements through Bellman services where applicable.
Telephone & Communication
· Answer incoming telephone calls professionally and promptly.
· Direct calls and messages to the appropriate departments.
· Handle internal and external guest communications effectively.
Coordination with Departments
· Liaise closely with Housekeeping regarding room status and guest requests.
· Coordinate with Maintenance on room defects and maintenance issues.
· Work with Reservations and Sales teams on guest bookings and special arrangements.
· Inform relevant departments of VIP arrivals, group arrivals, and special requests.
Guest Complaint Handling
· Handle guest complaints professionally and efficiently.
· Escalate unresolved issues to the Duty Manager or Front Office Manager.
· Follow up to ensure guest satisfaction and service recovery.
Upselling& Revenue Enhancement
· Promote room upgrades and hotel services.
· Identify opportunities to maximize room revenue through upselling.
· Support hotel revenue objectives while enhancing guest experience.
Safety, Security & Compliance
· Ensure guest confidentiality and data privacy.
· Follow key control, cash handling, and security procedures.
· Report suspicious activities, accidents, or incidents immediately.
· Comply with hotel emergency and safety procedures.
Administrative Duties
· Complete required reports, logs, and shift handovers.
· Maintain accurate records and documentation.
· Support night audit and reporting activities when required.
· Perform any other duties assigned by Management.
2000 - 2300 SGD
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