Guest Service Agent JA Resorts & Hotels

Job Summary:

This position is responsible for delivering warm, personalized, and professional service to all guests, especially those staying in executive rooms. The focus is on guest recognition, seamless check-in/out, upselling, and enhancing the guest experience to ensure a memorable stay at JA Resorts & Hotels -JA Ocean View Hotel.

Duties & Responsibilities:

• Greet and check in guests following JA Resorts & Hotels standards

• Bid farewell to departing guests professionally

• Offer welcome drinks and cold towels upon arrival

• Manage and prioritize guest flow for check-in and check-out

• Ensure personalized service during arrivals and departures

• Meet daily targets for room/meal plan upselling and cross-selling

• Actively assist and engage with guests in the lobby

• Provide accurate information about resort facilities and services

• Promptly handle guest inquiries, comments, and complaints

• Ensure DTCM data entries are accurate and timely

• Coordinate with other departments for smooth service delivery

• Promote JA Discovery loyalty program and enroll guests

• Complete all assigned tasks and follow up on traces

• Anticipate and fulfill guest needs proactively

• Ensure lobby cleanliness and assist with evening rituals (e.g., candle lighting)

• Escort VIP guests to their rooms upon arrival

• Arrange for guest celebrations and special occasions

• Follow up on guest well-being reports with calls or in-person checks

• Ensure guest invoices are delivered with departure letters

• Conduct resort show rounds to familiarize guests with facilities

• Assist with planning guest activities or itineraries

• Stay updated on all resort services, hours, and events to provide accurate guest information

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  Experience & Skills:

  • Minimum 1 2 years of experience in Front Office or Guest Relations in a 4- or 5-star hotel

  • Experience in handling VIP guests and providing personalized service

  • Strong knowledge of hotel systems

  • Confident in upselling rooms, meal plans, and promoting loyalty programs

  • Excellent interpersonal and communication skills

  • Warm, welcoming, and professional demeanor

  • Strong problem-solving skills and ability to remain calm under pressure

  • High level of attention to detail and guest preferences

  • Ability to multitask and manage guest flow efficiently

  • Well-groomed with a strong sense of hospitality etiquette

  • Familiar with DTCM guest data entry procedures and compliance

  • Team player with the ability to coordinate with multiple departments

  • Flexible with shifts, including evenings, weekends, and holidays

  • Good command of English; additional languages are an advantage