Guest Experience Agent

Roles and responsibilities

As Guest Experience Agent, you will be the frontline in showcasing our voco “Come on in” hallmark, making sure all our guests experience a ‘Reliably Different’ service all throughout their stay.

• Efficiently carry-out services provided at the Front Desk including welcoming and check-in/check-out of guests, attending to their requests and queries, taking and relaying messages and other related operational concerns.
• Take/relay endorsement from/to previous/next shift, follow up on any outstanding matters and ensure the delivery/completion of service.
• Ensure the maintenance of an atmosphere of tranquillity at the reception desk, never giving the impression that there is a problem.
• Review all incoming reservations for the day to match the necessary accommodation.
• Review and resolve all ‘Traces’ directed to Reception.
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Ensure that all guests are checked-in into the computer immediately and accurately. Check all transactions performed and sign on designated space in the registration card signifying completion of procedure.
• Promptly answer the telephone, within three rings. Use your name when answering, speak clearly and in pleasant voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Coordinate/facilitate delivery of mail, small packages and facsimile for customers as requested.
• Close guest accounts at time of check-out and ask guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowance.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure that all rooms which are due to check-out are followed-up and updated in the computer system accordingly. Guests who have checked-out must be immediately checked-out from the computer system.
• Ensure that Hotel’s Employee Rules & Regulations are understood and adhered.
• Responsibly use all available systems and equipment at Front Office including PMS (Property Management System), credit card machine, key system, etc.
• Maintain an accurate filing system.
• Be familiar with all hotel services, offers and facilities and their operating hours.
  

What we need from you

• 1+ years Front Desk Associate
• Outstanding written and verbal communication skills
• Knowledge on the Opera System
• Team player
• Physically agile, and able to stand for extended periods.
• Available to work shifts, over weekends and on public holidays.
• A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco service standards
• A true “team-player” mentality and flexible attitude towards a diverse set of tasks.
• Excellent communication skills

Desired candidate profile

1. Customer Service Excellence

• Delivering personalized and professional service to every guest.
• Handling guest inquiries, complaints, and requests promptly and effectively.
• Ensuring guest satisfaction by anticipating their needs and providing tailored solutions.

2. Communication Skills

• Clear and friendly verbal and written communication.
• Active listening to understand guest needs and preferences.
• Providing accurate information about services, facilities, and local attractions.

3. Problem-Solving

• Addressing guest concerns with empathy and finding timely solutions.
• Handling unexpected issues calmly and professionally.
• Escalating critical problems to the appropriate departments while maintaining guest satisfaction.

4. Interpersonal Skills

• Building rapport with guests to create a welcoming and positive experience.
• Demonstrating patience, empathy, and friendliness in all interactions.
• Adapting to different personalities and cultural backgrounds.

5. Multitasking and Time Management

• Managing multiple guest interactions and administrative tasks simultaneously.
• Prioritizing tasks to ensure efficient service during busy periods.
• Staying organized to meet deadlines and provide seamless service.

6. Technical Proficiency

• Using reservation and property management systems (e.g., Opera, Protel, or Amadeus).
• Familiarity with CRM tools to track guest preferences and history.
• Basic knowledge of Microsoft Office and communication platforms for reporting and correspondence.

7. Attention to Detail

• Ensuring accuracy in reservations, billing, and guest preferences.
• Noticing small details that enhance the guest experience (e.g., room setup, special requests).
• Keeping records and logs updated for seamless service continuity.

8. Teamwork and Collaboration

• Working closely with other departments, such as housekeeping, maintenance, and concierge, to meet guest needs.
• Sharing information effectively to ensure smooth operations.
• Supporting team members during peak times or challenging situations.

9. Cultural Awareness

• Understanding and respecting diverse cultural practices and expectations.
• Providing recommendations or guidance tailored to guests' cultural preferences.

10. Upselling and Revenue Generation

• Identifying opportunities to upsell services or amenities, such as room upgrades or packages.
• Recommending dining options, experiences, or other services to enhance the guest stay.
• Contributing to the business’s financial goals while maintaining a guest-first approach.