Customer Service Officer

Responsibilities:

Guest Experience:

• Welcome guests in a warm, friendly, and professional manner.
• Provide accurate information about the hotel, Upside Down House, facilities, activities, and ongoing promotions.
• Ensure guests receive prompt and courteous service throughout their visit.
• Escort or direct guests to appropriate locations where necessary.
• Anticipate guest needs and exceed service expectations.

Customer Service:

• Handle guest enquiries, requests, and complaints professionally.
• Resolve customer concerns promptly and escalate complex issues to the appropriate supervisor or department.
• Follow up on complaints and requests to ensure complete resolution.
• Maintain a positive, helpful, and customer-focused attitude at all times.

Ticketing & Reservations:

• Assist guests with ticket purchases for the Upside Down House and other attractions.
• Process bookings, reservations, and guest registrations accurately.
• Verify payments and issue receipts where required.
• Maintain proper documentation of guest transactions.

Communication & Coordination:

• Liaise with Housekeeping, Food & Beverage, Security, Maintenance, and other departments to ensure guest requests are attended to promptly.
  
• Communicate operational updates that may affect the guest experience.
• Maintain effective communication with team members during shift handovers.

Administrative Duties:

• Maintain accurate records of guest enquiries, complaints, lost and found items, and service requests.
• Prepare daily customer service reports where required.
• Handle guest information with confidentiality.
• Keep the reception and customer service areas clean, organized, and presentable.

Sales & Upselling:

• Promote hotel facilities, accommodation, restaurants, events, recreational activities, and Upside Down House experiences.
• Inform guests about available activities, packages, and promotions.
• Identify opportunities to increase guest spending through relevant value-added services.

Operational Support:

• Monitor guest flow and waiting times to ensure efficient service delivery.
• Support crowd management during weekends, public holidays, and special events.
• Assist during corporate events, weddings, conferences, and promotional activities.
• Ensure guest service areas are properly organized and ready for service.

Requirements:

• A minimum of an OND in Hospitality Management, Business Administration, Customer Service, or a related field.
• Previous experience in customer service, front desk, hospitality, tourism, or a related role is an advantage.
• Excellent verbal and written communication skills.
• Good interpersonal and problem-solving skills.
• Professional, friendly, and presentable personality.
• Strong customer service orientation.
• Ability to handle difficult customers and complaints professionally.
• Ability to work effectively under pressure and in a fast-paced environment.
• Basic computer literacy and ability to use customer service or booking systems.
• Willingness to work shifts, weekends, and public holidays.