Guest Service Officer - Front Office

Role overview

The Guest Service Officer in Front Office is responsible for delivering warm, polished, efficient, and adaptable service in line with hotel standards so guest satisfaction remains high. The role requires flexibility to work across different areas of the Rooms division, and other departments when needed.

Guest experience and service

You will greet guests professionally and ensure they receive a highly personalized stay at all times. Guest issues, complaints, or concerns should be escalated to supervisors when they cannot be resolved immediately, with proper follow-up to make sure guests are kept informed. You should also stay updated on hotel activities and pass on any pending items clearly to the next shift.

Operational duties

The position involves strong awareness of hotel services, facilities, and promotions, along with the ability to use upselling techniques appropriately. You will handle cash reporting and remittance envelopes at shift end, complete opening and closing routines, and ensure that the Assistant Manager - Front Office approves all rebates and paid-outs with a clear justification. Room allocations must be reviewed and updated, and any special guest requests should be tracked through to completion. Regular contact with long-stay guests and suite guests is also part of the role to help ensure a pleasant experience throughout their stay.

Professional standards and teamwork

A high standard of grooming and personal hygiene must be maintained throughout the shift. The role also requires a cooperative attitude, with a strong working relationship across colleagues and all departments. Support for supervisors and the wider team is expected, along with any other reasonable duties that may be assigned.

Qualifications

The ideal candidate should have a relevant degree or diploma in Hospitality or Tourism Management. At least 2 years of experience in hotel operations, specifically as a Front Office Attendant, is preferred. Strong customer service, communication, and interpersonal skills are essential.