Guest Services Agent

Guest ServicesAgent External Listings Surabaya, East Java We are seeking a dedicated Guest Services Agent to join our team in Surabaya. This role is pivotal in creating a welcoming and efficient experience for all guests, ensuring their stay begins and ends smoothly while upholding the highest standards of hospitality. The Guest Services Agent serves as the first and last point of contact, directly influencing guest satisfaction and loyalty through professional and attentive service. **About the Role** The Guest Services Agent is responsible for managing the front desk operations, handling all aspects of guest arrivals, departures, and room-related inquiries. This position requires a proactive approach to problem-solving, a commitment to accuracy, and the ability to maintain a calm and courteous demeanor under pressure. The ideal candidate will thrive in a dynamic environment, prioritizing guest needs while ensuring operational efficiency. **Key Responsibilities** * Process all guest check-ins and check-outs efficiently and accurately. * Assign rooms based on availability, guest preferences, and hotel policies. * Handle room change requests and late check-out inquiries professionally. * Secure payments, process refunds, and manage billing discrepancies. * Activate, re-issue, or deactivate room keys and access cards. * Maintain accurate records of guest transactions and room status. * Address guest inquiries and resolve issues promptly to ensure satisfaction. * Adhere to all security protocols and confidentiality requirements. **Requirements** * Proven experience in guest services, hospitality, or a related customer-facing role. * Excellent communication skills, both verbal and written, with a polite and professional telephone manner. * Strong attention to detail and organizational skills to manage multiple tasks simultaneously. * Proficiency with point-of-sale systems, property management software, and basic computer applications. * Ability to stand for extended periods and lift luggage or packages as needed. * High school diploma or equivalent; additional hospitality training or certification is advantageous. * Ability to work flexible hours, including evenings, weekends, and holidays. This role offers the opportunity to contribute directly to the guest experience and be part of a team dedicated to excellence in hospitality. External Listings is an equal opportunity employer committed to diversity and inclusion.