Guest Service Agent

Your day to day

•Be fully conversant with all hotel facilities and services.•To process check-in and check-out according to the hotel policies and procedures.•To complete the guest’s registration form and ensure all details are accurately captured.•Courteously and promptly handle all reservations enquiries on phone, emails, etc.•Act on flags and special requests.•Membership Enrolment to offered at any point of contact for non-member Guest.•Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and all complaints registered in the logbook.•Supervise the lobby area to ensure they are tidy at all times, including in house music. Report and follow up on any defects and technical faults in the public areas.•Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.•Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.•Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.•Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.•Makes morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and reports them to management.•Actual selling of hotel facilities and special events.•Answer queries on house facilities and places of tourist interest.•Assure accountability for cash float issued.•Maintain confidentiality with regard to guest's personal information.•Provide assistance to guests on all matters relating to their stay.•Act on any complaint received. What we need from you

RESPONSIBLE BUSINESS

•Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.•Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.•Communicate all departures to housekeeping promptly•Ensure that all irregularities are reported to your immediate supervisor.•Report Metal & Master keys not retrieved or lost to Front Office Manager
FINANCIAL RETURN

•To ensure that the hotel’s credit and payment policy is adhered at all times.•Maintain cash float & reconcile daily•Follow up payment of in-house accounts.PEOPLE

•Oversee work performance of new GSAs when it comes to posting, audit and cash balance reporting.•Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the front office department.
GENERAL

•Communicate effectively with all other departments.•Attend meetings, training sessions and any other required meeting or training session.•Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.•Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.•All client requests are acted on and in accordance with service standards.•Maintains a professional and organised work environment•Guest satisfaction feedback.•Accuracy of work, cash handling and financial.•Personal presentation and commitment to the company's core values. What we need from you

PERSONAL CHARACTERISTIC

Education

•High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirableExperience

•Previous hotel front desk experienceTechnical/ Skills

•Competent Word, Excel, PowerPoint and hotel PMS•Competent Oral and Written English Communication Skills•Strong organisational and work co-ordinating skills to handle multiple assignments and projectsPersonal Attributes

•‘Can do’ attitude and a high level of energy•Self-motivated and able to manage with strong initiative•Professionally groomed•Able to work under pressure and on shift scheduleAdaptable to change