Guest Service Agent

Descripción del puesto:

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.
PERSONAL CHARACTERISTIC
Education
*High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable.
Experience
*Previous hotel front desk experience.
Technical/ 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 projects
Personal 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 schedule
*Adaptable to change

Requerimientos del candidato/a:

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.
PERSONAL CHARACTERISTIC
Education
*High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable.
Experience
*Previous hotel front desk experience.
Technical/ 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 projects
Personal 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 schedule
*Adaptable to change