Guest Service Agent
Job details
To establish and maintain a happy working relationship with all Front Office staff and other departments such as Housekeeping, Room Service, Engineering, Sales, etc. to ensure a smooth and efficient operation. To be completely familiar with the hotel procedures, policies and standards related to guest service. To develop a fine reputation for the hotel ensuring that its policies, products and services are acceptable to the guests. To be familiar with hotel product knowledge. To apply guest contact skills, such as telephone manners, maintaining eye contact, using guests' names, etc. To strictly adhere to hotel standards at all times. To be fully aware of fire safety procedures and evacuation plan. Ensuring all arriving guests are escorted to assigned rooms. To attend all training programs as per hotel or department training plan. To maintain a discreet and confidential attitude to all guests' information. To help and assist with on-the-job training and orienting all newcomers to the department. To be cost-conscious with regards to printing and stationeries and avoid wastage, ensuring cost control for department expenses. To be familiar and able to operate all office equipment such as computers, fax machines, photocopiers, key-card system, telephones, etc. and to report any abuse, misuse, or malfunctioning of this equipment to the F.O.M. To provide a willing, warm, and timely response to all guests' requests. To provide a professional image through appearance, behavior, and punctuality following the company policy of hygiene and grooming. To ensure correct application of room rates as per sales and hotel pricing strategy. To ensure correct postings of all guest charges. To maintain a discreet and confidential attitude with regards to rates, sales strategies, and source of bookings. To serve as an information consultant on services and facilities of the hotel, and to be aware of the local area (i.e., tourist attractions, landmarks, etc.) and happenings.
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