Guest Services Officer

Job Summary

The Guest Services Officer is responsible for delivering professional, courteous, and customer-focused service to guests throughout their stay. The role supports daily Front Office operations by assisting guests with enquiries, arrivals, departures, luggage handling, and personalised guest service requests, while creating positive and memorable interactions that leave guests with a lasting impression of warmth, hospitality, and service excellence.

Areas of Focus

This role focuses on guest engagement, arrival and departure experience, luggage assistance, concierge support, and service recovery. It ensures smooth guest interactions and operational coordination across departments to deliver consistent hospitality standards and guest satisfaction.

Strategic Responsibilities / Duties

1. Maintain positive working relationships with Front Office team members to support smooth daily operations and service delivery.
2. Greet and welcome guests in a professional, warm, and friendly manner upon arrival and throughout their stay.
3. Assist guests with luggage handling from arrival point to guest rooms and from rooms to departure point during check-out.
4. Maintain awareness of guest preferences and profiles through the Opera system to support personalised guest experiences.
5. Handle guest messages, mail, and packages accurately and ensure timely delivery or proper storage where required.
6. Maintain updated knowledge of hotel services, facilities, promotions, and operational activities.
7. Stay informed on local attractions, transport options, and events to provide accurate information and recommendations to guests.
8. Assist guests with directions, transport arrangements, and other service requests in a timely manner.
9. Escort guests where appropriate and provide assistance proactively whenever possible.
10. Handle guest feedback, concerns, and complaints professionally, resolving issues within empowerment guidelines and escalating where necessary.
11. Coordinate closely with Housekeeping, Engineering, Security, and other departments to ensure smooth guest experiences.
12. Support hotel functions and events by providing operational assistance and suggestion to guests when required.
13. Ensure guests check out the hotel with a positive impression of the hotel’s service and hospitality standards.
14. Perform other duties as assigned by the direct reporting manager.

Key Skills and Requirements

1. Minimum GCE ‘N’ Level, ‘O’ Level, NITEC, or equivalent qualification.
2. Previous experience in Front Office, Guest Services, or hospitality operations is preferred.
3. Hands-on experience with Opera PMS or equivalent hotel system is advantageous.
4. Good communication and interpersonal skills with a customer-oriented mindset.
5. Ability to handle guest interactions professionally and remain composed under pressure.
6. Physically able to assist with luggage handling and prolonged standing duties.
7. Willingness to work rotating shifts, weekends, and public holidays.
8. Positive attitude, grooming standards, and ability to work effectively in a team environment.