Guest Service Agent – Hotel Front Desk

About the role

The Guest Service Agent will be the first point of contact for guests at Novotel World Trade Centre, ensuring a smooth check‑in and check‑out experience and delivering high‑quality hospitality service throughout their stay.

Key responsibilities

• Greet guests, manage check‑in and check‑out procedures, and handle billing and payments.
• Address guest inquiries, requests, complaints and provide information on hotel amenities and local attractions.
• Manage room reservations, cancellations and modifications using the hotel’s booking system.
• Coordinate with housekeeping and maintenance to fulfil guest requests and ensure room readiness.
• Promote hotel services, upgrades, loyalty programmes and special packages.
• Maintain accurate guest records, handle lost‑and‑found items and record guest feedback.
• Provide concierge services such as restaurant reservations, transportation bookings and tour arrangements.

Required profile

• High school diploma or equivalent; hospitality degree is a plus.
• Previous experience in customer service or hospitality environment.
• Strong communication, interpersonal and conflict‑resolution skills.
• Ability to work flexible hours, including nights, weekends and holidays.
• Attention to detail, organizational ability and basic math skills for handling transactions.

Required skills

• Familiarity with hotel management software (e.g., Opera).
• Proficiency with Microsoft Office Suite.