Guest Service Agent

Roles and responsibilities

• To be an ambassador of the Front Office and the hotel, in and outside the work place.
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
• To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
• To properly use the supplies, equipment and to ask for requisitions accordingly.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
• To call the Duty Manager, AFOM or FOM for advice in serious cases or if an approval is required.
• To ensure a proper use of the telephone etiquette as per standards.
• To always keep the working area clean and well maintained.
• To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
• To attend all guests approaching the Front Desk in the procedure of check in / check out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
• To share daily activity highlights with the manager including internal and external guest opportunities.
• To be aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To maintain an accurate Guest History.
• To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager.
• To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
• To do a proper cashier closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
• To check the departure lists and to ensure check out times are respected.
• To monitor room status and discrepancies.
• To properly use all the equipment and EMMA system, to have a perfect knowledge of the set ups.
• To strictly respect the room keys and section keys handover procedures.
• To daily follow the checklists.
• To assist in securing external guest accommodation should an overbooking occur.
• To respect schedules, terms and deadlines as agreed with the Management.
• To daily read the F/O logbook, to update it and to sign it.
• To be aware of all hotel facilities operating timing and to promote the internal activities and events.
• To up sell Rooms and other facilities whenever opportunities arise.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To be updated with the competitor’s offerings and rates.
• To liaise closely with the Sales and Reservations on rate management.
• To attend a daily briefing with the Front Office team to recapitulate tasks and activity.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• Report suspicious characters or suspect packages.
• To report for duty punctually wearing the correct uniform and name tag.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with all colleagues.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
• To attend trainings and meetings as and when required.

Desired candidate profile

• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with all colleagues.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
• To attend trainings and meetings as and when required.
  
  

Profile Required

Education

• High school or equivalent education required
  
  

Experience

• At least 2 years of experience within the hospitality industry as Guest Service Agent
  
  

Key Competencies

• Communication skills
• Organisational skills
• Information system knowledge
• Guest focus
• Problem solving skills
  
  

Other Skills (Language, Computers)

• Must be able to speak, read, write and understand English and preferably another language like Russian, German, Spanish etc.
• Good computer skills