Guest Services Agent

Roles and responsibilities

The primary responsibility of a guest service agent is to provide expertise services in a courteous manner. You are responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest-s account upon completion of their stay. You will handle all guest enquires, requests and comments promptly and efficiently, ensuring their stay in the hotel is to their satisfaction.

Qualifications

• A strong focus on customer service
• Prior experience in hotel front office operations is preferred
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends and public holidays
• Computer skills in Ms Office; experience with current Property Management Systems (PMS) is preferred

• Essential Skills and Attributes

  1. Communication Skills

• Strong verbal and written communication to interact effectively with guests and colleagues.
• Ability to explain hotel services, policies, and amenities clearly to guests.
• Listening attentively to guest concerns and requests to provide appropriate solutions.

• 2. Customer Service Excellence

• Ensuring all guests feel welcomed, valued, and cared for throughout their stay.
• Providing personalized service by anticipating guest needs and exceeding expectations.
• Handling complaints and resolving issues promptly and professionally.

• 3. Problem-Solving

• Addressing guest complaints or concerns with a calm and solution-oriented approach.
• Finding quick, effective solutions for various guest requests, such as room changes, amenities, or special accommodations.

• 4. Multitasking Ability

• Handling multiple guest inquiries, reservations, and tasks at once, especially during busy times.
• Prioritizing tasks efficiently to meet the needs of all guests.

• 5. Attention to Detail

• Ensuring accurate guest check-in/check-out processes, room assignments, and special requests.
• Monitoring guest preferences and needs, keeping accurate records in the system.

• 6. Organizational Skills

• Managing guest information, ensuring timely check-ins, check-outs, and reservations.
• Coordinating services like transportation, room service, or special arrangements.

• 7. Computer and System Proficiency

• Using property management systems (e.g., Opera, RMS, or similar software) to check in/check out guests, update information, and manage bookings.
• Handling reservations, billing, and guest records accurately in the system.

• 8. Conflict Resolution

• Handling difficult situations, such as overbookings or guest dissatisfaction, with diplomacy and professionalism.
• Ensuring guest concerns are resolved in a manner that maintains their loyalty and satisfaction.

• 9. Teamwork and Collaboration

• Coordinating with housekeeping, maintenance, and other departments to ensure seamless guest services.
• Communicating guest preferences or requests to other team members for follow-up actions.

• 10. Time Management

• Managing check-ins and check-outs efficiently, minimizing wait times for guests.
• Organizing daily tasks and ensuring guests receive timely responses to their inquiries.

Desired candidate profile

1. Guest Check-In and Check-Out:

• Welcoming guests upon arrival, verifying reservations, and checking them in efficiently.
• Processing guest check-outs, ensuring all billing information is accurate, and handling payments.

2. Guest Inquiries and Requests:

• Addressing questions about hotel services, amenities, or local attractions.
• Fulfilling special requests, such as arranging transportation, booking tours, or providing extra amenities.

3. Handling Complaints and Issues:

• Responding to guest complaints or concerns and resolving them quickly and effectively.
• Offering solutions such as room changes, service adjustments, or compensation when necessary.

4. Providing Information:

• Offering information about the hotel’s facilities, restaurant hours, events, and nearby attractions.
• Assisting guests with directions, making reservations at local restaurants, or suggesting activities.

5. Coordination with Other Departments:

• Communicating guest requests and issues to relevant departments, such as housekeeping or maintenance.
• Ensuring that rooms are prepared to meet guest needs and are cleaned to high standards.

6. Billing and Payment Handling:

• Processing guest payments for services rendered, such as room charges or additional services.
• Ensuring that invoices are correct and providing receipts as needed.

7. Maintaining Guest Records:

• Updating guest profiles with preferences, special requests, or important notes for future visits.
• Ensuring all guest information is kept confidential and secure.

8. Upselling Hotel Services:

• Promoting additional services such as room upgrades, dining options, or spa treatments to enhance the guest experience.
• Encouraging guests to return or participate in loyalty programs.

9. Handling Emergency Situations:

• Managing emergencies, such as fire alarms, medical issues, or security concerns, while keeping guests informed and calm.
• Following safety procedures and coordinating with security or medical staff when needed.

Workplace Scenarios

• Busy Check-In Times: Managing guest arrivals during peak hours and ensuring quick, efficient service.
• Guest Complaints: Handling dissatisfied guests or difficult situations with professionalism and care.
• Special Requests: Coordinating with other departments to accommodate special requests like early check-ins, extra amenities, or dietary needs.