Guest Service Agent

About the role

The Guest Service Agent will be the first point of contact for guests at a luxury hotel in Kathmandu, delivering a polished and welcoming front‑desk experience. This full‑time, on‑site position requires a professional demeanor and a strong commitment to the brand’s high service standards.

Key responsibilities

• Greet guests warmly and manage smooth check‑in and check‑out processes.
• Handle reservations, cancellations and modifications using the hotel’s reservation system.
• Respond promptly to guest inquiries, providing information on hotel services and local attractions.
• Coordinate with housekeeping, maintenance and other departments to resolve guest issues quickly.
• Process payments, maintain accurate guest records and ensure proper documentation.

Required profile

• Excellent customer‑service attitude with empathy, patience and a service‑oriented mindset.
• Fluent in English and Nepali; additional languages are a plus.
• Strong verbal and written communication skills.
• Organised, detail‑oriented and able to multitask in a fast‑paced environment.
• Problem‑solving and conflict‑resolution abilities.
• Prior experience in front‑office or hospitality roles, preferably in a luxury hotel.
• Relevant education in hospitality, tourism, business or equivalent practical experience.
• Willingness to work flexible hours, including weekends and holidays, and maintain a professional appearance.

Required skills

• Proficiency with reservation systems.
• Competent use of email and Microsoft Office applications.