Job Description
What will I be doing?
- 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:
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
- Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
- Demonstrate a high level of customer service at all times
- Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
- Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
- 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
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Follow company brand standards
- Assist other departments, as necessary
What are we looking for?
SUMMARY OF POSITION Responsible for providing friendly, efficient and professional service to the guests for all aspects related to front office. To be a touch point for the guests at arrival, departure and throughout their stay. To anticipate guest needs, efficiently handle cash transactions and provide guests with the highest level of service while adhering to Hilton Worldwide standards.
Reporting Line: Front Desk Supervisor > Reception Manager > Guest Operations Manager
Summary of Responsibilities:
- Execute duties as assigned by the management, FOM or the GS Supervisor FO.
- To ensure proper grooming standards are being followed with proper body poster and natural smile being ready to serve our guests.
- Ensure all FO areas (Front Desk, Luggage Room & Lobby area) are clean and tiddy.
- To ensure working area is properly stacked with operational stationary and request additional whenever required.
- Monitor the FO stocks and action accordingly.
- Ensure The Shop is properly stacked with goods and communicate with F&D if further action is required.
- Be a reliable member of the Guest Service FO Team and a collaborative colleague whose passion for hosting can be observed every day.
- To work, maintain & exceed departmental targets as well as individual targets of HH Enrollments, Upselling (Rooms & Meals), Stay Experience, KIPSU & Guest preferences (CRM).
- To be an ambassador of the Front Office and the hotel, in and outside the work place.
- To respect, Promote and follow “Welcome guest, Serve the guest, Answer phone calls, provide information, Flawless standardized Check-In & Out experience as well as handling guest complaints & guest requests.
- Ensure assisting the guests in all possible ways (Hotel Information, City Information & Sightseeing, Arranging Transportation, Locations, City Facilities, Luggage assistance, Escorting to the hotel facilities, Serving from The Shop, Order Taking or any other help the guest might require).
- Ensure all guest complaints are recorded and tracked properly to avoid the recurrence in the future.
- To offer a warm welcome to all guests and to...
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