Job Overview:
A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.
What you’ll do:
As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:
- Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Comply with hotel security, fire regulations and all health and safety legislation
- Assist other departments, as necessary
- Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
- Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
- Demonstrate a high level of customer service at all times
- Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Follow company brand standards
What you’ll have:
- Professional manner with an emphasis on hospitality and guest service
- Conflict resolution experience
- Commitment to delivering a high level of customer service
- Positive attitude and good communication skills
- Previous experience in cash handling
- Competent level of IT proficiency
- Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors
- Previous experience in a customer-focused industry
- Excellent grooming standards
- Ability to multi-task while maintaining a positive attitude when working with a Guest
- Calm, efficient, and organized with great attention to detail
- Ability to work on your own and as part of a team