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Major Group
2
Professionals
Sub-Major Group
27
Hospitality and Related Services Professionals
Minor Group
271
Hotel and Restaurant Professionals
Unit Group
2711
Hotel Professionals
Minor Unit Group
MASCO Code
2711-01
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Guest Service Officer
Guest Service Officer manages front desk operations, welcoming and assisting guests or visitors while handling check-in and check-out procedures. They provide information, arrange services such as reservations, transportation, and tours, respond to inquiries, and ensure a smooth, pleasant experience for guests, while also performing administrative duties to support efficient front office operations.
Tasks
Greet guests and ensure a welcoming and professional front desk experience.
Handle guest check-ins, check-outs, reservations, and room assignments.
Provide front desk services and accurate information on hotel facilities and local attractions.
Process payments, manage billing enquiries, and maintain accurate guest accounts.
Address and resolve guest concerns and complaints in a timely and professional manner.
Coordinate with housekeeping, maintenance, and other departments to fulfil guest requests.
Schedule and confirm guest bookings, appointments, and service arrangements.
Skills
Basic
Active listening and social perceptiveness to manage guest interactions effectively.
Basic computer literacy and ability to multitask and prioritise duties in a fast-paced environment.
Problem-solving and quick decision-making skills to address guest needs promptly.
Proficiency in widely used languages to engage a diverse clientele.
Strong interpersonal and communication skills with a service-oriented approach.
Specific
Ability to coordinate operational activities with housekeeping, maintenance, and other hotel departments.
Ability to use customer relationship management (CRM) systems to support guest services.
Competency in administrative data entry, record keeping, and office systems.
Competency in managing guest records, billing processes, and payment systems.
Proficiency in front desk operations, including guest check-in, check-out, and reservation handling.
Proficiency in Microsoft Office applications for front office administration.
Proficiency in property management systems (PMS) and booking or scheduling software.
Additional Info
QUALIFICATION
Diploma or equivalent
Related Courses
MASCO
Hi, I can assist you with questions related to the Malaysia Standard Classification of Occupations (MASCO).
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