Guest Service Agent

About the role

The Guest Service Agent delivers exceptional guest experiences through efficient and professional front desk operations. As a primary point of contact for guests, the agent handles check-in and check-out, room assignments, cashiering and guest enquiries, while complying with hotel policies, procedures and brand standards.

Key responsibilities

• Assist guests with enquiries, travel arrangements, transportation and local recommendations
• Handle guest concerns and complaints professionally and efficiently
• Promote hotel facilities, services and amenities to enhance guest satisfaction and revenue
• Process check-ins, check-outs, room assignments and room changes accurately
• Maintain accurate guest records and reservation information
• Manage cashiering, including payments, cash handling and foreign currency transactions
• Reconcile cashier floats and complete daily balancing procedures
• Assist with safety deposit box administration and documentation
• Ensure compliance with hotel policies, accounting standards and brand requirements

Required profile

• Diploma or certificate in Hospitality Management, Tourism, Business Administration or a related field
• Must have working rights in Papua New Guinea
• Experience in a hotel environment is an advantage

Required skills

• Excellent customer service and communication skills
• Strong attention to detail and accuracy
• Ability to handle cash and financial transactions responsibly
• Teamwork, professionalism and problem-solving ability
• Ability to stay calm and effective in a fast-paced environment
• Knowledge of Opera PMS or similar hotel management systems is preferred