Guest Services Associate

Key Responsibilities:

1. Guest Handling:

• Welcome guests upon arrival and ensure a smooth and efficient check-in/check-out process.
• Handle guest inquiries, requests, and complaints professionally and promptly.
• Provide accurate information about hotel facilities, services, and local attractions.
• Assist with guest transportation, wake-up calls, and special arrangements when required.

2. Front Office Operations:

• Operate the

  PMS (Opera)

  system efficiently for reservations, billing, and room assignments.
• Maintain accurate records of guest accounts and ensure all charges are properly posted.
• Handle cash, credit, and billing transactions as per hotel procedures.
• Coordinate with housekeeping and other departments to ensure room readiness and guest satisfaction.

3. Guest Experience & Service Quality:

• Ensure all guests receive a warm, courteous, and personalized service throughout their stay.
• Anticipate guest needs and resolve potential issues before they escalate.
• Assist VIP and long-stay guests with special requirements.
• Support the front office team in maintaining lobby presentation and service standards.

4. Communication & Coordination:

• Work closely with the reservations, concierge, and housekeeping teams to deliver seamless service.
• Update guest profiles and preferences in the PMS for future reference.
• Communicate effectively with team members during shift handovers.

Key Skills & Competencies:

• Excellent communication and interpersonal skills.
• Proficient in

  Opera PMS

  or other hotel management software.
• Strong customer service orientation and problem-solving ability.
• Well-groomed and professional appearance.
• Ability to work flexible hours, including weekends and holidays.

Qualifications & Experience:

• Diploma/Degree in Hotel Management or related field.
• Minimum

  1–2 years of front office or guest service experience

  (preferably in a 4–5 star property).
• Knowledge of

  Opera PMS

  required.
• Fluency in English; knowledge of additional languages is an advantage.