JOB OVERVIEW
As a Guest Service Agent, you represent the hotel to the guest throughout all stages of the guest stay. Helps guests during check-in and check-out, assigns rooms, accommodating special requests whenever possible, answering the phones and assist with rooms reservation.
RESPONSIBILITIES:
- Register guests and assigns rooms. Accommodates special requests whenever possible.
- Assists in preregistration and blocking of rooms for reservations.
- Thoroughly understand and adheres to proper credit, and cash handling policies and procedures.
- Understands room status and room status tracking.
- Knows room locations, types of rooms available, and room rates.
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Knows the location and types of available rooms as well as the activities and services of the property.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
- Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
- Process guest check-outs.
- Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
- Follows procedures for issuing and closing safe deposit boxes used by guests.
- Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
- Uses proper telephone etiquette.
- Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
- Uses proper mail, package, and message handling procedures. Courier Mail Register
- Reads and initials the daily log and bulletin board. Is aware of daily activities and meetings taking place in the hotel.
- Attends department meetings.
- Reports any unusual occurrences or requests to the Operations Manager or Assistant Manager.
- Knows all safety and emergency procedures, Is aware of accident prevention policies.
- Maintains the cleanliness and neatness of the front desk area.
- Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
QUALIFICATIONS & REQUIREMENTS
Qualifications:
- Possess certificate or diploma in hospitality, tourism and related discipline.
Experience:
- Preferably minimum 1 year working experience in hotel- related or customer service-related position.
Personal qualities & attributes:
- Team player who is organised and able to work independently
- Outstanding communication and people skills
- Detailed oriented and strong customer service skills
- Well-groomed and professional disposition
