Guest Service Agent

Job Description

<p><strong>POSITION PURPOSE</strong></p><ul><li>To provide a warm, uncompromising and bespoke arrival experience 24 hours a day, 7 days a week. Creating an uncompromising first impression is paramount to an experience beyond our guests’ expectation.</li><li>To perform check-in and check-out, welcome guests to the hotel, being attentive and anticipate guest needs, answer guest’s questions and resolve guest’s problems, contributes to the building of a strong social community which keeps our guests connected.</li></ul><p><strong> </strong></p><p><strong>MAIN RESPONSABILITIES</strong></p><ul><li>To be an ambassador of the Front Office and the hotel, in and outside the work place.</li><li>To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.</li><li>To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.</li><li>To personally greet and escort the guests rather than pointing out directions.</li><li>To ensure that the privacy of the guests and the confidentiality of the information is respected.</li><li>To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.</li><li>To properly use the supplies, equipment and to ask for requisitions accordingly.</li><li>To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.</li><li>To call the Duty Manager, AFOM or FOM for advice in serious cases or if an approval is required.</li><li>To ensure a proper use of the telephone etiquette as per standards.</li><li>To always keep the working area clean and well maintained.</li><li>To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.</li><li>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.</li><li>To share daily activity highlights with the manager including internal and external guest opportunities.</li><li>To be aware of and to report all guest comments or complaints.</li><li>To be aware of all VIPs visiting or staying in the hotel.</li><li>To maintain an accurate Guest History.</li><li>To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager.</li><li>To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.</li><li>To do a proper cashier closer and to ensure a complete handover between the shifts.</li><li>To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.</li><li>To check the departure lists and to ensure check out times are respected.</li><li>To monitor room status and discrepancies.</li><li>To properly use all the equipment and EMMA system, to have a perfect knowledge of the set ups.</li><li>To strictly respect the room keys and section keys handover procedures.</li><li>To daily follow the checklists.</li><li>To assist in securing external guest accommodation should an overbooking occur.</li><li>To respect schedules, terms and deadlines as agreed with the Management.</li><li>To daily read the F/O logbook, to update it and to sign it.</li><li>To be aware of all hotel facilities operating timing and to promote the internal activities and events.</li><li>To up sell Rooms and other facilities whenever opportunities arise.</li><li>To be updated with the latest administrative, organizational, operational or other changes and news.</li><li>To be updated with the competitor’s offerings and rates.</li><li>To liaise closely with the Sales and Reservations on rate management.</li><li>To attend a daily briefing with the Front Office team to recapitulate tasks and activity.</li><li>To maintain an atmosphere of high morale and a happy working relationship among the team.</li><li>Report suspicious characters or suspect packages.</li><li>To report for duty punctually wearing the correct uniform and name tag.</li><li>To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.</li><li>To provide friendly, courteous and professional service at all times.</li><li>To maintain good working relationships with all colleagues.</li><li>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.</li><li>To attend trainings and meetings as and when required.</li></ul><p> </p><p> </p><p><strong>PROFILE REQUIRED</strong></p><p> </p><p><strong>Education</strong></p><ul><li>High school or equivalent education required</li></ul><p> </p><p><strong>Experience </strong></p><ul><li>At least 2 years of experience within the hospitality industry as Guest Service Agent</li></ul><p> </p><ul><li><strong>Competencies</strong></li><li>Communication skills</li><li>Organizational skills</li><li>Information system knowledge</li><li>Guest focus</li><li>Problem solving skills</li></ul><p> </p><p><strong>Skills (Language, Computers)</strong></p><ul><li>Must be able to speak, read, write and understand English and preferably another language like Russian, German, Spanish etc.</li><li>Good computer skills</li></ul><p></p>