The Guest Service Officer (GSO) is a key ambassador of the Senior Living Luxury Resort, responsible for delivering personalized, dignified, and attentive service to senior residents and guests. This role integrates front office operations, guest relations, concierge, butler-style hospitality, and non-clinical caregiver support to ensure residents feel safe, respected, comfortable, and well cared for at all times.
The GSO serves as a trusted point of contact for residents, families, and visiting guests, coordinating services, responding to needs, and supporting resident well-being while upholding luxury hospitality standards.
Key Responsibilities
1. Guest & Resident Experience (Luxury Senior Living Focus)
- Provide a warm, respectful, and calm welcome to residents, guests, and family members
- Build rapport with senior residents, understanding individual preferences, routines, and limitations
- Ensure all interactions are conducted with patience, empathy, and dignity
- Monitor resident satisfaction and emotional well-being, escalating concerns when necessary
- Handle feedback, requests, and complaints with sensitivity and professionalism
2. Front Desk / Reception Operations
- Manage check-in, check-out, and administrative processes for residents and guests
- Handle enquiries, calls, billing matters, and documentation accurately
- Maintain up-to-date resident and guest profiles, including preferences and special considerations
- Coordinate closely with Housekeeping, Maintenance, Security, Wellness, and F&B teams
- Ensure lobby and reception areas remain calm, clean, and welcoming
3. Concierge & Lifestyle Services
- Assist residents with daily arrangements such as dining schedules, activities, transportation, and appointments
- Provide information on resort programs, wellness activities, medical visits (coordination only), and excursions
- Support family members with visit coordination and special arrangements
- Coordinate celebrations, milestone events, and personalized experiences for residents
4. Butler-Style Personalized Services
- Provide discreet, personalized assistance to residents, especially VIPs or those requiring extra support
- Assist with room orientation, unpacking/packing, and special in-room arrangements
- Anticipate resident needs and proactively offer assistance
- Ensure residents living spaces meet comfort and safety expectations
5. Caregiver Support (Non-Clinical)
This role does not replace licensed caregivers or medical staff.
- Assist residents with non-medical daily living support, such as:
ؠEscorting residents within the resort
ؠGentle assistance during meals or activities
ؠReminding residents of schedules and activities
- Observe and report changes in resident behavior, mood, or mobility to caregivers or supervisors
- Respond promptly to call bells or assistance requests and coordinate help
- Ensure resident safety by identifying potential risks and following emergency procedures
- Provide reassurance and companionship, reducing anxiety and isolation
6. Safety, Compliance & Service Excellence
- Adhere to all SOPs related to senior care, guest service, hygiene, and safety
- Understand basic senior care protocols, fall prevention, and emergency response procedures
- Maintain confidentiality of resident information at all times
- Support service quality audits, training programs, and continuous improvement initiatives
7. Administrative & Reporting Duties
- Maintain daily logs, incident reports, and service handover notes
- Support guest and resident feedback collection and reporting
- Assist management with service coordination and operational reporting
Requirements & Qualifications
Education & Experience
- Diploma or Degree in Hospitality, Tourism, Customer Service, Gerontology, or related field preferred
- Minimum 24 years experience in:
ؠLuxury hotel / resort guest services, OR
ؠSenior living, wellness resort, or assisted living environment
- Experience working with senior citizens is highly preferred
Skills & Competencies
- Excellent communication and interpersonal skills
- Strong empathy, patience, and emotional intelligence
- Ability to remain calm and attentive in sensitive situations
- Strong coordination and multitasking skills
- Basic computer literacy and hotel PMS knowledge
- Good command of English; additional languages are an advantage
Personal Attributes
- Warm, respectful, and well-groomed
- High level of integrity, discretion, and confidentiality
- Service-oriented with a genuine passion for caring for seniors
- Physically fit to assist residents when required (non-lifting unless trained)
- Flexible to work shifts, weekends, and public holidays
Key Performance Indicators (KPIs)
- Resident and family satisfaction scores
- Quality and timeliness of service delivery
- Safety compliance and incident reporting accuracy
- Service recovery effectiveness
- Positive feedback and resident retention
