Guest Service Officer

Portier Development Company Limited; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

The Arc House Hong Kong is seeking a Guest Service Officer to deliver front desk and guest services from check-in to check-out, ensuring a warm, seamless experience. You will handle guest inquiries, assist with payments, and contribute to a smooth audit process as needed.

Role requires English fluency, strong customer service, and the ability to work in a team with rotating shifts. You will support training, uphold security and safety standards, and help promote the hotel’s services and guest

Qualifications

• Previous experience in a customer-focused industry.
• Cheerful outlook and excellent communication skills.
• Commitment to delivering a high level of customer service.
• Ability to work on your own and as part of a team.
• Willingness to work rotating shifts, weekends and public holidays.
• Fluent written and spoken English is required.
• Previous experience in cash and digital cash handling.
• Secondary education or above; a diploma in Hospitality, Hotel Management or a related discipline is preferred.
• Experience with Cloudbed PMS or other hotel property management systems.

Responsibilities

• Achieve positive outcomes from guest queries promptly and efficiently.
• Ensure an efficient reception experience for guests, including check-in/out, and complete audit procedures as needed.
• Ensure that both the Front Office Manager and General Manager are fully aware of any relevant feedback from guests or other departments.
• Provide excellent customer service at all times.
• Attend required training programs and support continuous learning and development initiatives.
• Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
• Maximise room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures for the acceptance of foreign currencies, credit cards, and cash following the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.

Skills

Customer service

Communication

Teamwork

Cash handling

English fluency

Education

Diploma in Hospitality/Hotel Management

Tools

Cloudbeds PMS

Job description

The Guest Service Officer provides front desk and guest services to ensure a smooth and welcoming experience from check-in to check-out, while completing audit procedures as required. You will create a positive first impression and support an exceptional guest experience.

Key responsibilities

Achieve positive outcomes from guest queries promptly and efficiently

Ensure an efficient reception experience for guests, including check-in/out, and complete audit procedures as needed

Ensure that both the Front Office Manager and General Manager are fully aware of any relevant feedback from guests or other departments

Provide excellent customer service at all times

Attend required training programs and support continuous learning and development initiatives

Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties

Maximise room occupancy and use up-selling techniques to promote hotel services and facilities

Use the correct procedures for the acceptance of foreign currencies, credit cards, and cash following the hotel credit policy

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

About you

Previous experience in a customer-focused industry

Cheerful outlook and excellent communication skills

Commitment to delivering a high level of customer service

Ability to work on your own and as part of a team

Willingness to work rotating shifts, weekends and public holidays

Fluent written and spoken English is required

Previous experience in cash and digital cash handling

Secondary education or above; a diploma in Hospitality, Hotel Management or a related discipline is preferred

Experience with Cloudbed PMS or other hotel property management systems

About us

The Arc House is one of Asia Pacific's most exciting emerging hospitality brands, opening its doors in Hong Kong in Q4 2026. With sister properties in Australia and Bali, The Arc House is building a collection of architecturally distinctive boutique hotels that blend local culture, design, food, and community. Located at the corner of Stanley and Wellington Streets in Central, The Arc House Hong Kong will offer 24 thoughtfully designed rooms and a vibrant food and beverage experience, including a ground-floor restaurant, bar, street terrace and rooftop venue. The Arc House is more than a hotel. It is a place for curious travellers, creative thinkers and modern explorers seeking authentic connections and memorable experiences.