"The Role of Guest Service Agent in the Front Office Operation of Sea Pearl Beach Resort & Spa, Cox's Bazar"

Abstract

This report focuses on the role of a Guest Service Agent in the Front Office Department of Sea Pearl Beach Resort & Spa. It highlights the significance of guest service and its impact on creating a positive experience for guests. During my internship as a Guest Service Agent, I gained valuable insights into guest psychology and effective communication. This report emphasizes key aspects of guest service, including check-in/out procedures, handling inquiries and complaints, and ensuring a seamless stay. Maintaining a guest database for personalized service and collaborating with the Sales & Marketing Department for successful events are essential components. Meeting tele sales call targets, conducting property showgrounds, and managing administrative tasks were also vital aspects of my role. The report provides suggestions to overcome guest problems and enhance hotel standards. As a Guest Service Agent, my focus was exceeding guest expectations, resolving issues promptly, and creating a hospitable environment. In conclusion, this report highlights the critical role of a Guest Service Agent in the Front Office Department. It emphasizes guest satisfaction as crucial to the success of Sea Pearl Beach Resort & Spa. The insights and recommendations aim to enhance the guest experience and elevate guest service standards in both hotels.