Guest Service Officer

The Guest Service Officer is responsible for providing excellent customer service to guests, ensuring a smooth check-in and check-out process, handling guest enquiries and requests, and maintaining a pleasant guest experience at all times. Key Responsibilities: Welcome and attend to guests professionally and courteously Handle guest check-in and check-out procedures Answer phone calls, emails, and guest enquiries promptly Assist guests with reservations and general information Handle guest complaints and resolve issues efficiently or escalate when necessary Coordinate with other departments to ensure smooth operations Process payments and maintain accurate records and reports Ensure the reception/front desk area is clean and presentable Maintain confidentiality of guest information Follow company policies, SOPs, and service standards Perform any other duties assigned by Management