Guest Service Agent

At MGallery, we believe in the power of each moment, from the spectacular sunrise to the stolen glances. Our hotels are more than just a collection of unique destinations—they are a tapestry of stories, culture, and local essence, woven together to create a distinct hospitality experience. Since 2008, MGallery has been dedicated to building a diverse…

Guest Service Agent

Job Description

• We are looking for a warm, polished and guest-focused Guest Service Agent to join our Front Office team.

• The Guest Service Agent is responsible for creating a seamless, personalised and memorable guest experience from arrival to departure, while supporting the smooth operation of the Front Office and ensuring the hotel’s luxury service and brand standards are consistently maintained.

Key Responsibilities

• Welcome and warmly engage guests and visitors upon arrival, departure and throughout their stay, creating a personalised and memorable experience.

• Support the day-to-day operation of the Front Office and Reception, working closely with the Duty Manager and wider Rooms Division team.

• Coordinate and maintain high standards of service at the hotel driveway and arrival area, ensuring guests receive a seamless welcome.

• Assist with guest arrivals, departures, luggage, transportation and airport transfer arrangements as required.

• Handle the Information Desk, responding to guest enquiries and managing messages, mail and other guest requests professionally.

• Provide accurate information about the hotel’s rooms, facilities, dining, experiences, services and local attractions.

• Anticipate guest needs and proactively offer assistance throughout the guest journey.

• Handle guest requests promptly and follow through to ensure they are resolved to the guest’s satisfaction.

• Liaise with relevant departments to coordinate guest requests, special occasions, VIP arrangements and other personalised services.

• Promote and upsell the hotel’s rooms, dining, experiences, facilities and other services where appropriate, contributing to Front Office revenue.

• Maintain excellent knowledge of the hotel, its facilities, services, current offers and surrounding area to confidently assist guests.

• Identify opportunities to enhance the guest experience and contribute to guest satisfaction, loyalty and revenue generation.

• Handle guest feedback and complaints professionally, escalating matters to the Duty Manager or Front Office Manager where appropriate.