Guest Services Officer

About the role

The Guest Services Officer will be the first point of contact for lounge visitors, ensuring a smooth and welcoming experience from check‑in to departure. You will support daily lounge operations, promote revenue‑generating offers, and uphold the highest standards of service, hygiene and data confidentiality.

Key responsibilities

• Process guest check‑ins accurately, verify entitlements and create a positive first impression.
• Greet, receive and bid farewell to guests with professionalism and courtesy.
• Assist guests with lounge amenities such as internet access, shower bookings, family suites and seating arrangements.
• Manage queues, conduct routine area checks and promptly report any maintenance or cleanliness issues.
• Promote and upsell lounge packages, walk‑in campaigns, partner offers and Smart Traveller (ST) membership.
• Handle lost‑and‑found items, telephone and email enquiries, and internal communications.
• Execute POS transactions, receipts, vouchers and cashless payments in line with SOPs.
• Support cost‑control by using stationery and operational materials responsibly.
• Maintain strict confidentiality of guest information and comply with data‑protection standards.

Required profile

• Minimum of 1 month experience in a hospitality or customer‑service environment.
• Professional demeanor with strong attention to detail and accuracy.
• Ability to handle cashless and POS transactions confidently.
• Commitment to maintaining guest confidentiality and data‑protection standards.

Required skills

• POS transactions
• Data protection and privacy standards
• Lounge operations
• Queue management
• Guest check‑in process
• Upselling lounge packages