Position Overview

As a Guest Service Agent, you are the face and heart of Runway 1331. You will welcome travelers, manage daily front desk operations, share local insider tips, and foster a welcoming, safe, and inclusive community environment.

Key Responsibilities

• Warmly welcome guests upon arrival, process check-ins/check-outs, and issue room keys.

• Handle reservations, walk-ins, phone calls, and email inquiries with enthusiasm.

• Address guest inquiries, resolve concerns, and provide tailored local travel recommendations.

• Maintain clean, organized, and inviting front desk and common lobby areas.

• Help organize and promote hostel social events, group activities, and community gatherings.

• Actively engage with guests to cultivate a friendly, community-driven vibe.

• Process payments (cash, card, digital) accurately using the hostel management system.

• Manage daily cash drawer reconciliations and shift handovers.

• Ensure guest safety by monitoring access and upholding hostel safety protocols.

• Conduct regular walk-throughs of common areas to ensure cleanliness and functionality.

• Coordinate with housekeeping and maintenance teams to ensure rooms and facilities meet quality standards.

Qualifications & Requirements

• High school diploma or equivalent required.

• Prior experience in hospitality, customer service, hostel management, or tourism is a plus (fresh energetic faces with the right attitude are welcome!).

• Excellent verbal and written Chinese and English skills; additional languages are a big bonus.

• Comfortable learning and using PMS (Property Management Systems), basic office software, and point-of-sale systems.

• Resourceful, calm under pressure, and able to resolve guest issues independently.

• Outgoing, empathetic, open-minded, and passionate about culture exchange and travel.

• Willingness to work flexible hours, including weekends, evenings, overnights and holidays.