Guest Service Officer (GSO) serves as the first point of contact for hotel guests, ensuring a warm welcome, efficient check‑in/check‑out, and a memorable overall guest experience. They handle inquiries, reservations, payments, and guest complaints with professionalism and courtesy, representing the hotel's brand standards at all times.

Key Responsibilities

• Welcome guests courteously upon arrival and assist with check‑in and check‑out procedures.
• Handle guest inquiries and requests promptly and efficiently.
• Provide information about hotel facilities, services, and local attractions.
• Anticipate guest needs and ensure personalized service to enhance satisfaction.
• Coordinate with other departments (housekeeping, concierge, room service, etc.) to fulfill guest needs.
• Manage guest complaints calmly and effectively, escalating when necessary.
• Operate the Property Management System (PMS) for reserv...