Guest Service Agent
Posted on :
28-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2575276
- 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.
Employment Type
Full Time
Department / Functional Area
Chefs / F&B / Housekeeping / Front Desk
Key Skills
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