Guest Service Agent Full Time

Job Description

This position represents as the main point of contact for all guest who ensures the highest level of guest satisfaction from arrival to departure. Welcomes and answers to guest queries efficiently. Ensure the accuracy of guest billings. Promotes the hotel services and facilities.

Ensuring Exceptional Customer Experience

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests and elite members.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge. Therefore, able to answer guest enquiries confidently.

Core Work Activities

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.
• Handles guests’ requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Assist with any check-in and check-out procedure.
• Ensure that guest is allocated in a room in accordance to guest preferences.
• Handles any customer problems and resolve promptly.
• Informs guests about the formalities including hotel policies, any particular conditions relating to their stay and the services available.
• Answer phone calls in accordance to the standards. Transfer calls if necessary.
• Take charge of group billing and other requirements.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Drive upsell and cross sell initiatives.
• Respects the privacy and security of hotel guest.
• Perform reservation, operator, guest relations and porter functions.
• Applies and actively supports the hotel’s pricing policy in order to increase REVPAR.
• Respects procedures governing invoicing and cash operations.
• Monitors movements in the hotel lobby with discretion.
• Able to provide concierge services such as babysitting request, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant to the brand standards.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation.
• Able to carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Standing, sitting or walking for extended periods of time.

Administration

• All cashiering functions are accurately and properly done. Any supporting internal forms to be documented and approved by FOM.
• Ensure that all the required guest documentation is retrieved, updated on the system and stored safely complying to the private and confidential information policy.
• Internal communications to be consistently updated, acknowledged and passed on to others e.g log book, traces, BEO, etc.
• To balance the cash report and remittance envelope at the end of shift.

Others

• Develop and maintain positive working relationships with others.
• Respects norms concerning hygiene and cleanliness in the workplace.
• Applies the hotel’s safety regulations (fire hazards etc).
• Respects and participates in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by Superiors.

Additional Information

• Strong interpersonal and problem solving abilities
• Fluency in English , additional languages are a plus