Guest Service Executive

Job Description – Guest Services Executive

Department: Front Office

Reports to: Front Office Manager / Duty Manager

Job Summary:

The Guest Services Executive (GSE) is responsible for delivering exceptional guest experiences by managing check-in/out procedures, assisting with guest requests, and ensuring seamless service throughout the guest’s stay. As a key ambassador of the hotel, the GSE plays a crucial role in enhancing guest satisfaction, resolving issues, and upholding the hotel’s service standards.

Key Responsibilities:

Guest Relations & Service Excellence:

Provide a warm and personalized welcome to all guests, ensuring a smooth check-in and check-out experience.

Address guest inquiries, requests, and complaints professionally and efficiently, escalating complex issues when necessary.

Anticipate guest needs and offer tailored recommendations for dining, attractions, and services.

Ensure VIP guests, loyalty members, and returning guests receive personalized recognition and special attention.

Coordinate with housekeeping, reservations, and other departments to fulfill guest preferences and special requests.

Front Desk Operations:

Handle room assignments, key issuance, and payment processing accurately.

Manage reservations, modifications, and cancellations while maximizing room revenue.

Maintain accurate records of guest interactions and preferences in the property management system.

Assist with billing inquiries, refunds, and resolving discrepancies in charges.

Loyalty Program & Upselling:

Promote the Pan Pacific DISCOVERY loyalty program, enrolling new members and explaining benefits.

Identify opportunities for upselling rooms, services, and amenities to enhance guest experiences and drive revenue.

Problem-Solving & Crisis Management:

Handle guest complaints and service recovery professionally, ensuring guest satisfaction.

Assist with emergency procedures, including fire alarms, medical situations, and security incidents.

Communicate effectively with security, housekeeping, and engineering to resolve guest issues promptly.

Teamwork & Leadership:

Work closely with the Duty Manager and Front Office team to ensure smooth daily operations.

Train and mentor new team members and interns on guest service standards and operational procedures.

Foster a positive work environment by promoting teamwork, collaboration, and continuous improvement.

Requirements:

Qualifications & Experience:

Diploma/Degree in Hospitality, Tourism, or a related field preferred.

Minimum 1–2 years of experience in Front Office, Guest Services, or a customer-facing role in hospitality.

Experience with Opera PMS or similar hotel management systems is an advantage.

Skills & Competencies:

Strong customer service orientation with excellent communication and interpersonal skills.

Ability to multitask, prioritize, and work efficiently in a fast-paced environment.

Proficiency in Microsoft Office and hotel property management systems.

Problem-solving skills with a proactive and guest-centric mindset.

Fluency in English; additional languages are an advantage.

Other Requirements:

Willing to work shifts, weekends, and public holidays.

Professional appearance and positive attitude.

Job Description – Guest Services Executive

Department: Front Office

Reports to: Front Office Manager / Duty Manager

Job Summary:

The Guest Services Executive (GSE) is responsible for delivering exceptional guest experiences by managing check-in/out procedures, assisting with guest requests, and ensuring seamless service throughout the guest’s stay. As a key ambassador of the hotel, the GSE plays a crucial role in enhancing guest satisfaction, resolving issues, and upholding the hotel’s service standards.

Key Responsibilities:

Guest Relations & Service Excellence:

Provide a warm and personalized welcome to all guests, ensuring a smooth check-in and check-out experience.

Address guest inquiries, requests, and complaints professionally and efficiently, escalating complex issues when necessary.

Anticipate guest needs and offer tailored recommendations for dining, attractions, and services.

Ensure VIP guests, loyalty members, and returning guests receive personalized recognition and special attention.

Coordinate with housekeeping, reservations, and other departments to fulfill guest preferences and special requests.

Front Desk Operations:

Handle room assignments, key issuance, and payment processing accurately.

Manage reservations, modifications, and cancellations while maximizing room revenue.

Maintain accurate records of guest interactions and preferences in the property management system.

Assist with billing inquiries, refunds, and resolving discrepancies in charges.

Loyalty Program & Upselling:

Promote the Pan Pacific DISCOVERY loyalty program, enrolling new members and explaining benefits.

Identify opportunities for upselling rooms, services, and amenities to enhance guest experiences and drive revenue.

Problem-Solving & Crisis Management:

Handle guest complaints and service recovery professionally, ensuring guest satisfaction.

Assist with emergency procedures, including fire alarms, medical situations, and security incidents.

Communicate effectively with security, housekeeping, and engineering to resolve guest issues promptly.

Teamwork & Leadership:

Work closely with the Duty Manager and Front Office team to ensure smooth daily operations.

Train and mentor new team members and interns on guest service standards and operational procedures.

Foster a positive work environment by promoting teamwork, collaboration, and continuous improvement.

Requirements:

Qualifications & Experience:

Diploma/Degree in Hospitality, Tourism, or a related field preferred.

Minimum 1–2 years of experience in Front Office, Guest Services, or a customer-facing role in hospitality.

Experience with Opera PMS or similar hotel management systems is an advantage.

Skills & Competencies:

Strong customer service orientation with excellent communication and interpersonal skills.

Ability to multitask, prioritize, and work efficiently in a fast-paced environment.

Proficiency in Microsoft Office and hotel property management systems.

Problem-solving skills with a proactive and guest-centric mindset.

Fluency in English; additional languages are an advantage.

Other Requirements:

Willing to work shifts, weekends, and public holidays.

Professional appearance and positive attitude.