Or....
GUEST SERVICE AGENT
Scope
The incumbent will check in/out hotels guests at the Front Desk
Counter and ensure all guests’ accounts are correct and settled
upon check out. The incumbent needs to attend to all guests’
enquiries and complaints as well as to ensure customer service
satisfaction in line with the established standards and policies of
the Hotel.
Job Functions
To sell, register and assign rooms to incoming guests, ensuring
that the registration cards are filled up correctly and explain the
Hotel’s facilities and services and by allocating rooms as booked.
Check out departing guests as per procedures.
To monitor hotels occupancy status and to check availability and to
assist walk-in guests with alternative accommodation in the event
of a full house situation.
To attend to Guests’ enquiries and requirements promptly and handle
complaints tactfully. To refer any complaint to the Senior Guest
Service Agent or Assistant Manager.
To inform other departments of arrival, room changes, check out and
special arrangement. To liaise with Housekeeping regarding Guests
requests for extra beds, baby cots and any other accommodation
request.
Check all Guests’ bill before present to the Guest upon check
out.
To accurately handle cash, credit cards, cheques and vouchers as
settlement of Guest accounts. Collect or charge all monies due to
the hotel to the respective travel agents or companies. Perform
cashiering and maintain a complete record of Guests’
account.
To acknowledge all Guests at Reception counter whether busy or free
(eye contact & body language).
To assist Guests requiring foreign exchange services, safety
deposit requirements as well as take and convey messages for
Guests.
To ensure Guest satisfaction is achieved at all
times.
To maintain guests property security and key
security.
To optimize sales and occupancy by promoting the hotel and its
outlets.
To maintain a clean, hygienic and tidy work area.
To be aware of current hotel events, hotel facilities and services
available to hotel Guests and attend to Guests request for
information.
To attend all staff and training meetings when directed by the
Front Office Manager.
To be fully familiar with all hotel emergency procedures. To report
any potential health or safety hazards promptly to the Front Office
Manager / Assistant Manager.
To ensure all duties are carried out in line with the hotel policy,
with high standards of personal appearance, personal hygiene,
correct uniform and name badge as outlined in the staff
handbook.
To carry out any other duties when directed by the Front Office
Manager / Assistant Manager.
Requirements & Qualifications
Minimum 'O'/'N' Level qualification
At least 1-2 years experience in service industry (e.g. F&B or
Hospitality)
Computer literate, familiar with Opera system would be an
advantage
Able to work weekends and Public Holidays on rotating
shifts
Outgoing, enjoy working outdoors and interacting with
people
Strong interpersonal and communication skills
Able to speak English fluently and a third language will be an
advantage
Well Groomed
Service oriented
Willing to work on rotating shifts and weekends
