Guest Service Agent

Responsibilities

• 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 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.

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.
• 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.
• Accuracy of work, cash handling and financial.
• Personal presentation and commitment to the company's core values.

Education

High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable

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