Guest Service Executive

Job Summary To provide reception services to all guests, and to efficiently respond to requests and concerns raised by internal and external guests. Duties include the smooth operation of check-in and check-out procedures, accurate cashiering transactions and delivery of personalized and professional service. Key Responsibilities • Adhere to all rules, procedures, and policies as communicated by the Team Leader. • Report to duty on time with full compliance to uniform and grooming standards. • Attend daily briefings conducted by the Front Office Team Leader or Duty Manager. • Properly handle all office equipment and duty-related tools required for operational tasks. • Maintain a clean, organized, and professional reception area and workspace at all times. • Maintain accurate handover of essential information between shifts. • Ensure full confidentiality of guest information in accordance with hotel standards. • Contribute to achieving departmental goals and maintaining required quality documentation. • Assist guests with all needs throughout their stay, providing warm, personalized service. • Issue room keys following all safety and security procedures. • Provide concierge-style information on hotel promotions, events, activities, and local attractions. • Assist with luggage handling upon arrival and departure when required. • Communicate guest requests and reservations effectively to the call center and ensure follow-up. • Handle currency exchange and financial transactions in line with hotel policies. • Support other departments when required to ensure optimum guest satisfaction. • Fully navigate the Opera Cloud PMS, performing check-in and check-out procedures within required time standards. • Be fully trained on high balance reports, traces reports, and downtime reports. • Be trained in closing City Ledger, processing rebates, and managing all finance-related reports. • Ensure all daily revenue transactions are completed accurately as per hotel policies. • Support Opera Cloud night audit procedures. • Prepare all operational reports required by management. • Ensure accurate distribution of night audit reports to relevant departments. • Be trained in life safety protocols, fire procedures, and all emergency actions. • Attend all scheduled departmental training sessions as required. Skills, Experience & Educational Requirements • Fluency in English is essential; proficiency in additional languages is highly desirable. • Willingness and aptitude to learn, with the ability to perform all duties of a Front Office Agent efficiently. • Previous experience in the hospitality industry, particularly in Front Office operations within a lodge or luxury hotel environment (preferably five-star), is highly valued. • Physical ability to lift and handle heavy objects to fulfill guest requests when necessary. • Strong attention to detail, accuracy, and follow-through in all assigned tasks, with the ability to work independently and meet deadlines. • Excellent guest service skills with a warm, professional, and approachable demeanor. • Strong communication and interpersonal skills, with the ability to interact effectively with guests, colleagues, and management.