Guest Service Agent

دوام كامل في a Laimoon Verified Company في UAE

نُشرت يوم September 12, 2024

تفاصيل الوظيفة

The Guest Service Agent will be able to check-in, check-out Guests and cashiering.Supportive Functions:Agent must be familiar with reservations system and equipment, rate structure and special packages including D.C.S., Set, T/A, A/L Discounts, Rates, Room types, all applicable coding, honeymoon packages, travel vouchers, bedding type, wholesale rates, location of rooms within Hotel's Towers, safety and handicapped features, up-selling, and knowledge of hotel facilities and surrounding area.At Check-in:Listens attentively to Guest.Confirms guest's address and other information such as length of stay by asking questions.Verifies payment, obtains signature, and confirms registration.Uses up-selling techniques to obtain higher revenue.Accepts cash for payment after obtaining identification from Guest, ensuring no outstanding balance.Becomes familiar with names of V.I.P., complimentary, and pre-registered guests at the start of each shift.Assists in pre-keying and pre-registering Guest Rooms.Treats each guest as an individual.Selects a room within the specified room category.Handles special Guest requests such as rollaway, cribs, bed boards, etc.Remains calm and pleasant when speaking with Guests.Informs appropriate department of complaints.Informs F.O. Duty Manager of all complaints.Knows any special programs/packages/discounts.Understands the various rates as applied to different room types and packages.Asks the Guest if any additional information can be provided.Communicates correct information to the Guest regarding hotel departments, services, facilities, etc.Secures answers for all Guest questions.Maintains an interest in hotel events, promotions, sales, etc.Handles emergency situations common in the local area.Handles or refers to the proper staff member in a medical emergency.Is completely familiar with all room types, including suites.Knows the rates for all room types for single, double occupancy, and rates at particular times of the year.Answers questions about Guest Rooms or rates.Professionally refers Guests to the Operator or Concierge Desk as needed.Verifies the Guest is registered.Makes every effort to assist the Guest.Collects all information needed to determine how to solve the Guest's problem.Suggests the Guest contacts you if other problems arise during their stay.Thanks the Guest for bringing the problem to your attention.Manage Cashing Out:Notifies Shift Supervisor of any problems during balancing and cashing out procedures.Checks name and room number with the computer to compare information.Explains procedures for retrieving personal belongings from the safety box.Gives Guest key to their safety deposit box.Informs Guest of the charges for losing a key.Notes date/time each time Guest enters the safety deposit box.Balances total debits and credits posted during the shift.Includes both tapes with the final deposit in the deposit envelope.Keeps two adding machine tapes to verify and check work.Cross checks rooms found vacant on the housekeeping daily reports.Determines method of check-out and processes accordingly.Settle Accounts with Travel Voucher:Travel Voucher is to be collected at registration and processed at check-out.Confirms both the Guest's account to be credited and debited.Counts cash received from the Guest in view of the Guest.Leaves Guest's cash visible while obtaining cash from the drawer.Counts change back to the Guest, coins first, then bills.Hands Guest money rather than placing it on the counter.Answers Guest questions and concerns with the exchange process.Settle Guest Accounts:Verifies all accounts to be billed have been previously approved by the Credit Manager.Verifies address for billing.Adheres to the hotel credit policy and settlement procedures.Verifies validity of credit cards and vouchers.Issues a copy of the account for review; totals and charges the Guest if in order.Ensures Guest Room Key/Card is returned.Makes sure Room is vacant.Settle Accounts with Credit Cards:Checks that the amount on the Credit Card Voucher equals the total amount posted.Uses correct Credit Card Voucher and imprint machine.Validates expiration date and ownership of the card.Gives Guest the voucher to sign and issues a customer copy as a receipt.Understand Emergency Procedures:The G.S.A. understands and is comfortable with the role during a hotel emergency:Acts quickly when seeing suspicious actions by contacting security.Deals with disturbances in the lobby calmly and professionally.Recites the prepared response to Guests if the fire alarm is activated.Knows the location of fire safety equipment.

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