Guest Service Agent Front Office

Job Detail

Prepare workstation at the start of each shift and ensure all equipment and materials are in order Handle guest check‑in and check‑out processes in line with Service Quality Review standards to deliver high customer satisfaction Perform lobby ambassador duties by welcoming guests, directing them to designated areas, and engaging guests during waiting periods to enhance arrival experience Manage arrival and departure of Gaming and Non‑Gaming VIPs, including limousine and private jet arrangements, room assignments, and meet‑and‑greet services Coordinate group arrivals by liaising with organizers, preparing room keys, managing room assignments, and arranging wake‑up calls or breakfast requests Handle guest requests, calls, feedback, and challenges, ensuring follow‑through with relevant departments and escalation when required Support front office operations including cashiering, night audit, room inventory control, billing enquiries, and manual processes during system downtime Maintain close collaboration with Finance, Casino, Housekeeping, Facilities, and other departments to ensure seamless guest experiences