The Guest Service Agent Overnight – Front Office is responsible for delivering a warm, efficient, and memorable guest experience from arrival to departure. This role handles check-in, check-out, guest inquiries, billing, room assignments, and special requests while ensuring every interaction reflects Hyde’s lifestyle spirit, energy, and service standards.
The ideal candidate is personable, detail-oriented, proactive, and passionate about hospitality, with the ability to create genuine connections with guests and support a smooth Front Office operation.
Duties & Functions
- Welcome guests with warmth, confidence, and genuine hospitality upon arrival.
- Perform check-in and check-out procedures efficiently, accurately, and in accordance with hotel standards.
- Assign rooms according to availability, guest preferences, special requests, and operational priorities.
- Handle guest inquiries, requests, complaints, and concerns with professionalism and a service recovery mindset.
- Provide information about the hotel, outlets, events, services, amenities, transportation, and local experiences.
- Process payments, guarantees, charges, adjustments, invoices, and cashier procedures accurately.
- Maintain updated guest profiles, preferences, notes, traces, and special requests in the PMS.
- Coordinate with Housekeeping regarding room status, early arrivals, late check-outs, room changes, and special needs.
- Communicate effectively with Guest Services, Concierge, Engineering, Security, Reservations, and Food & Beverage to follow up on guest requests.
- Support VIP arrivals, special occasions, repeat guests, groups, and personalized guest experiences.
- Promote hotel outlets, events, experiences, loyalty programs, and upselling opportunities when appropriate.
- Monitor and respond to guest needs during their stay, ensuring timely follow-up and positive resolution.
- Maintain the Front Desk, lobby, and guest contact areas clean, organized, and aligned with Hyde’s image and vibe.
- Ensure proper shift handover, logbook updates, pending follow-up, and communication between shifts.
- Handle lost and found reports, incidents, emergencies, and guest situations according to hotel procedures.
- Follow safety, security, privacy, cash handling, and data protection guidelines.
- Maintain a professional appearance, positive attitude, and polished communication at all times.
- Support team members and contribute to a collaborative, energetic, and service-driven work environment.
- Comply with all internal policies, operating procedures, service standards, and brand guidelines.