SR. GUEST SERVICE AGENT

Job Description

Title: SR. GUEST SERVICE AGENT

Company Name: Hotel Sarina

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

Published: 2025-11-15

Application Deadline: 2025-12-15

Education:

• Bachelor/Honors
• Diploma in Hotel Management

• Graduate or degree in Hospitality Management or related field preferred.

• Previous experience in a customer service or guest relations role, preferably in a hotel.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and ability to handle difficult situations with diplomacy and tact.

• Ability to work effectively under pressure and in a fast-paced environment.

• Flexibility to work varied shifts, including nights, weekends, and holidays.

Summary:

The Sr. Guest Service Agent is responsible for providing a warm and welcoming experience to guests during their stay at the hotel. This role involves a combination of front desk duties, guest assistance, and administrative tasks, requiring strong customer service skills, attention to detail, and the ability to multitask in a fast-paced environment

Duty and Responsibilities:

• Monitor arrivals, departures, and expected bookings.

• Warmly greet and welcome guests by name whenever possible.

• Register and check-in guests promptly, efficiently, and professionally.

• Clearly explain room key usage, room location, and property facilities.

• Minimize guest inconvenience if rooms are not yet ready.

• Ensure all special guest requests and needs are arranged in advance.

• Maintain a tidy, well-stocked reception area with up-to-date information.

• Provide luggage collection, storage, and delivery services.

• Offer current, accurate information about local attractions and activities.

• Take and deliver guest messages promptly and accurately.

• Take ownership of guest complaints and resolve issues to guest satisfaction.

• Review the departure list and follow up on guests who haven’t checked out.

• Follow procedures for extensions, no-shows, and room changes.

• Check out guests in a friendly, efficient manner and retrieve room keys/cards.

• Handle telephone and in-person reservation inquiries politely and efficiently.

• Provide accurate information about property facilities, rates, and services.

• Maximize room occupancy and revenue by securing the best possible rates.

• Promote sister properties when appropriate or upon guest request.

• Seize every opportunity to secure bookings and increase reservations.

• Check float levels at the start of each shift and ensure adequate change is available.

• Prepare and present fully itemized guest accounts, addressing any queries.

• Process all guest payments promptly and accurately.

• Post all relevant charges to guest accounts.

• Generate required front office reports accurately and on time.

• Exchange foreign currency according to company policy and current rates.

• Balance accounts at end of shift and report any discrepancies immediately.

• Maximize sales opportunities within the accommodation and front office area.

• Promote additional products and services to enhance guest satisfaction and revenue.

• Provide guest feedback and suggestions to management promptly.

• Maintain thorough knowledge of all property facilities, services, and promotions.

• Strive to increase sales professionally, using diplomacy and tact.

• Always act in a professional manner that reflects positively on the company and its guests.

• Assist, guide, and mentor new and junior employees in developing front office skills.

• Share knowledge about reservations systems, procedures, and guest handling.

• Support team members in maintaining high operational standards and compliance with policies.

• Ensure outdoor and entrance areas remain clean and presentable at all times.

• Clean and maintain all front office equipment according to manufacturer guidelines.

• Maintain a clean, well-presented uniform and adhere to company grooming standards.

• Use machinery and equipment safely, following manufacturer instructions.

• Immediately report or act upon any hazards, risks, or incidents.

• Always work safely to avoid harm to guests, colleagues, or yourself.

• Report accidents or incidents according to company procedures.

Other Duties and expectations

• Regularly take part in professional development programs to enhance quality of service, knowledge or skills related to this position;

• Comply with all aspects of regulatory Acts;

• Always act in the best interest of the company;

• To perform fair and reasonable tasks as directed without conflict to these main duties.

• Females are highly encouraged to apply (preferable female only)