Guest Service Agent

**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.

-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

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.