Guest Service Officer

Somerset Serviced Residences; Iskandar Puteri; On-site; MYR 28,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Maternity leave

Opportunities for promotion

Parental leave

Additional leave

Job summary

Somerset Serviced Residences – Nusajaya, Johor is seeking a dedicated Guest Service Officer to uphold service standards, manage front desk activities, and support daily operations.

You will handle guest relations, telecommunication needs, cashiering, and report to the Senior Guest Service. A strong hospitality background and excellent communication are essential for success in this role.

Qualifications

• Proven experience in a similar role, preferably within the hospitality industry.
• Strong communication skills, both written and verbal.
• Ability to handle stressful situations and resolve issues promptly and tactfully.
• Strong organizational and multitasking abilities.
• Proficiency in using hotel management software.
• High school diploma; a degree in hospitality management or a relevant field is a plus.

Responsibilities

• Manage all front desk counter activities, including check-ins, check-outs, guest relations, and handling complaints.
• Provide friendly reception, mail and information services, cashiering, and guest relations; assist in site inspections when necessary.
• Collaborate with Security Officers to handle bell services.
• Report operational matters to the Senior Guest Service or Guest Service Supervisor.
• Enhance guest satisfaction and create a warm welcome.
• Assist guests with telecommunication needs, including directory services, call screening, and wake-up calls.
• Maintain established standards of efficiency and professionalism.

Skills

Communication skills

Hospitality experience

Education

High school diploma

Hospitality degree (preferred)

Tools

Hotel management software

Job description

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Somerset Serviced Residences – Nusajaya, Johor

Position Summary:

We are seeking a dedicated and professional Guest Service Officer to join our team. The ideal candidate will uphold our established standards of efficiency and professionalism, maximize apartment yield, and ensure uninterrupted telephone service. This role involves administrative functions and providing management with timely reports and market trend feedback.

Specific Duties & Responsibilities:

Guest Service Officer:

• Manage all front desk counter activities, including check-ins, check-outs, guest relations, and handling complaints.
• Provide friendly and courteous reception, mail and information services, cashiering, and guest relations. Assist in site inspections for potential guests when necessary.
• Collaborate with Security Officers to handle bell services.
• Report operational matters (issues or complaints) to the Senior Guest Service or Guest Service Supervisor.
• Enhance guest satisfaction and create a warm welcome.
• Assist guests with telecommunication needs, including telephone directory services, call screening, and wake-up calls.
• Maintain the established standards of efficiency and professionalism set by management.

Daily Operations:

• Arrive on time for daily briefings.
• Perform daily tasks based on the shift checklist.
• Conduct Night Audit functions at midnight.
• Complete daily cashier closure in the Back Office.
• Monitor and record all incoming and outgoing mail or parcels.
• Hand over cash float the next shift, ensuring all is in order and recorded.
• Ensure all inquiries and emails are addressed before the end of the shift, including processing Credit Card Authorization Forms and copying the respective department.
• Clear and follow up on traces every shift.
• File Departure Registration Cards in the Back Office cabinet.
• Prepare the Breakfast List for in-house guests, including arrivals, and provide an accurate forecast to the Resident’s Lounge chef.
• Issue Official Receipts, Miscellaneous Vouchers, Paid Out, Maintenance Work Orders, and Rebate Vouchers, ensuring all are raised based on serial numbers and investigating any discrepancies.

Qualifications:

• Proven experience in a similar role, preferably within the hospitality industry.
• Strong communication skills, both written and verbal.
• Ability to handle stressful situations and resolve issues promptly and tactfully.
• Strong organizational and multitasking abilities.
• Proficiency in using hotel management software.
• High school diploma, a degree in hospitality management or a relevant field is a plus.
• Additional leave
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave

Ability to commute/relocate:

• Nusajaya: Reliably commute or planning to relocate before starting work (Required)