Guest Services Officer – Receptionist

About the role

Warmly welcome guests upon arrival, assist with registration, and ensure smooth check‑in and check‑out procedures while delivering the high‑standard service expected at a 5‑star resort.

Key responsibilities

• Verify guest preferences, manage room assignments and fulfill special requests.
• Process billing and payments, handle cash, credit cards and digital transactions with accuracy and confidentiality.
• Resolve billing discrepancies and provide clear explanations of charges.
• Handle reservation modifications, cancellations and special requests, keeping the reservation system up‑to‑date.
• Collaborate with Sales and Reservations to confirm bookings and accommodate last‑minute changes.
• Provide concierge assistance such as transportation, restaurant reservations, spa appointments and event tickets.
• Anticipate guest needs, arrange surprise amenities for special occasions and ensure personalized service.
• Work closely with Housekeeping, Engineering and F&B to address guest issues and maintain a clean, organized front‑desk area.

Required profile

• Previous hospitality or customer‑service experience, preferably in a luxury or 5‑star hotel.
• High school diploma; a degree in hospitality management is a plus.
• Excellent communication skills in English; additional languages (Spanish, French, Mandarin) are advantageous.
• Strong multitasking ability and calm handling of high‑pressure situations.
• Attention to detail in billing, room assignments and guest information confidentiality.

Required skills

• Property Management System (PMS) and reservation software.
• Microsoft Word, Excel and Outlook.
• Hotel telephone and fax equipment operation.