Guest Service Agent

Guest Service Agent

Minor Hotels is an international hotel owner, operator, and investor with a portfolio of more than 536 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travelers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott, and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America.

Avani Hotels & Resorts is a vibrant upscale brand offering relaxed comfort and contemporary style. Avani was launched in response to an increasingly influential group of discerning travelers who appreciate stylish design and excellent service, but also demand great value. Avani hotels are designed for the way we travel now. And we think it's all about balance. Balance between coolness and kindness, between design and function, and between service and privacy.

Avani+ in Luang Prabang sits in the heart of UNESCO World heritage city. Which is rich of local culture vibes. It is a two-floor elegant luxury hotel with 53 rooms in contemporary classic and inspired by the traditional Laos and French colonial architecture. It welcomes for travelers from around the world to visit this UNESCO World heritage site and seek for affordable luxury experience. It is surrounded with tourist attractions such as the night market, Wat Hua Xiang, Royal Palace Museum, and Phousi Hill. Which is one of the most crowded area in this city especially at night.

Job Description

Key Responsibilities

• Welcome and register guests with a friendly demeanor and create a strong first impression.
• Handle check-in/check-out processes, manage room reservations, payments, and billing queries accurately.
• Provide detailed information on hotel facilities, promotions, local attractions, and transport options.
• Respond to guest inquiries, requests, and feedback promptly and courteously; escalate issues to management when needed.
• Collaborate with housekeeping, maintenance, F&B, and other departments to ensure guest needs are met seamlessly.
• Manage front desk operations: wake-up calls, messages, mail handling, key-card issuance, and lost-and-found items.
• Assist with concierge services: arranging transport, making reservations, and supporting luggage handling or valet.
• Promote hotel services and upsell amenities to enhance guest satisfaction and revenue.

Qualifications

• Strong customer service focus with a professional, approachable demeanor.
• Prior experience in front office or guest service roles, preferably within luxury or upscale hotels.
• Excellent communication skills in English required; additional languages are an advantage.
• Proficiency in MS Office; experience with Property Management Systems (e.g., Opera PMS) preferred.
• Ability to work flexible shifts, including weekends and public holidays.
• Organized, detail-oriented, and adept at solving guest challenges under pressure.