Guest Service Officer



Ref: RP118-1629

Job description / Role

Employment: Full Time

- To provide courteous, professional, efficient and flexible service consistent with the hotel's policies in order to maximize guest satisfaction.
- To be entirely flexible and be able to be rotated within the different sub departments of the Rooms division, or any other departments as assigned and as necessary.
- To ensure that the guests are offered the highest level of personalized service at all times and to report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests. Awareness of hotel activities and a proper handover of the pending points for next shift's follow up and action is crucial.
- To be aware of all hotel services, facilities, and promotions, and knowledgeable of upselling techniques.
- To balance the cash report and remittance envelop at the end of the shift, perform opening and closing procedures, and ensure that the Assistant Manager - Front Office signs all rebates and paid out vouchers with a clear explanation.
- To check and update the allocation of rooms for all guests and follow up on the special requirements requested by the guests.
- To maintain a regular contact with long stay and suite guests to ensure their stays are an enjoyable one.
- General responsibilities are to maintain a high standard of grooming and hygiene at all times, to maintain a good rapport and working relationship with colleagues and all other departments.
- Full support to Supervisors and team is essential, for any other reasonable duties and responsibilities are assigned.
- Responsible to welcome all guests, ensuring they have an exceptional staying experience; creating lasting memories and building relationships.
- You will bring our purpose to life, by using your personal flair and style when interacting with our guests.


Ideally you have a relevant degree or diploma in Hospitality or Tourism management.

Minimum 2 years work experience in hotel operations.

Good customer service, communications and interpersonal skills are a must.

About the Company

Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother, Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962. In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now Hyatt Hotels Corporation.

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