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Job Description
Job Purpose
A representative and creator of the guest’s stay cycle experience. This position is responsible for the delivery of pre arrival, welcome, stay enhancement, departure, and post departure experience. Ensure the professional and efficient daily operation of the Front Desk to assist Hotel’s guests and visitors in accordance to the Hotel’s established standards to achieve their expectation and satisfaction
Primary Responsibilities
Operation
Performing all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards
Handle guests requests promptly, report complaints and irregularities comments tactfully and efficiently. If found challenges refer to the immediate supervisor
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
Abide by principles of guest privacy and personal data protection
Review arrival and departure lists to prepare relates documents such as welcome letter, registration card, folio, etc. for smooth flow of arrival and departure experience.
Review and prepare all necessaries for welcome and farewell of all VIPs level
Present warm welcome and provide fond farewell with hotel’s service sense and culture
Provide prompt, courteous and personalized service to all guests
Ensure all VIPs level and members consistently receive all benefits, special recognition and service.
Liaise closely with other relevant departments to ensure that guest’s requests and needs are met
Escorting guest to room presenting information about various hotel facilities and services to guests, practice tactful up-selling of hotel products and facilities
Update and maintain repeat guest profile and preference history system
Be vigilant in regard to in-house credit matters and act upon any discrepancies
Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
Maintain proper records and reports according to departmental standards
Alert Security or Duty Manager of any treats to hotels’ safety and security concern
Other Responsibilities
Ensure yourself is up to date with all facts of the hotel product, including room types details, room rates, all hotel features and facilities, loyalty program and knowledge local information and journey route
Well versed and be fully conversant with hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time and maintain grooming standard plus high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the assigned by the Management
Establish and maintain effective employee working relationships
Main Complexity/Critical issues in the Job
Respond professionally, politely, and efficiently to extraordinary requests and complaints from guests. Implement the personalized services experience to every encountered with guests.
Qualifications
Knowledge and Experience
Diploma in Tourism / Hospitality Management
Excellent reading, writing and oral proficiency in English language
Ability to speak other languages will be an advantage
Minimum 1 year of experience in a similar capacity is primary preferred
Freshly new graduated also welcome, Training will be provided
Fully vaccinated for SHA+
Additional Information
Competencies
Good communication and customer contact skills
Service oriented with an eye for details
Ability to work effectively and contribute in a team
Self-motivated and energetic
Must be well-presented and professionally groomed at all times
Adaptivity ability and open minded for any challenges and opportunities
Well handling the pressure situation and remain clam to oversee the situation

Guest Service Agent

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