Guest Service Agent

The Guest Service Agent at Sheraton Hai Phong is responsible for processing all guest check-ins, check-outs, room assignments, and room change/late check-out requests. They secure payment, activate/reissue room keys, ensure rates match market codes, and verify/adjust billing for guests. The agent communicates with staff when guests are waiting for rooms, advises guests of messages, and clears departures in the computer system. They coordinate with Housekeeping to track room status and guest concerns, file guest paperwork, and operate the telephone switchboard station. The agent also runs daily reports, supplies guests with directions and information, answers and processes guest calls and requests, arranges transportation, and handles cash transactions. They follow company policies, maintain a professional appearance, and ensure guest satisfaction. The role requires standing, sitting, or walking for extended periods and handling objects up to 10 pounds.