Job Title: Guest Service Agent
Department: Guest Services / Front Office
Reports To: Front Office Manager / Guest Service Supervisor
Location: Opal Hotel
Working Hours: Shift-based (8:00 AM – 12:00 AM), 9-hour shifts

Job Summary:

Responsible for delivering outstanding hospitality services to guests across three main service points:

1. Call Center,

2. Restaurant Reception,

3. Spa Reception.

This position ensures smooth communication, efficient guest support, accurate reservations, and an exceptional guest experience aligned with Opal Hotel standards.

Duties & Responsibilities:

1. Call Center

• Answer incoming calls promptly and professionally.

• Transfer calls to the appropriate departments accurately.

• Respond to guest inquiries (internal & external).

• Log and follow up on guest requests (Room Service, Engineering, Housekeeping).

• Handle complaints politely and report them immediately.

2. Restaurant Reception

• Welcome guests and escort them to their tables.

• Manage restaurant reservations and walk-ins.

• Coordinate seating with the restaurant team to ensure smooth service flow.

• Monitor guest satisfaction during entry and seating.

• Maintain the cleanliness and professional appearance of the reception area.

3. Spa Reception

• Welcome guests and provide information about spa services and treatments.

• Manage spa bookings and therapist schedules.

• Recommend suitable treatments based on guest needs.

• Coordinate between guests and therapists to deliver a relaxing experience.

• Assist with service billing and appointment confirmations.

General Responsibilities:

• Uphold Opal Hotel guest service standards in all interactions.

• Maintain a professional appearance and positive attitude.

• Provide accurate information about hotel facilities and services.

• Coordinate with all departments to ensure guest satisfaction.

• Adhere to privacy, safety, and operational procedures.

• Use hotel systems (PMS / POS) efficiently.

Qualifications:

• Minimum high school diploma (preferably diploma/degree in Hospitality).

• 1–2 years of experience in guest service or reception (preferably in hotels).

• Strong communication and customer service skills.

• Ability to work flexible shifts.

• Very good English language skills.

• Professional appearance and strong interpersonal skills.