Guest Service Agent (FO Receptionist)

Primary Responsibilities

• Following standard grooming as per brand standards.

• Greeting guests upon arrival and making them feel welcomed.

• Offering and registering guests to ALL and Accor Plus programs to reach FO’s target as required.

• Administering check-ins and check-outs.

• Providing front desk services to guests.

• Receiving, handling and relaying of messages, mail or voice-mail in an efficient, timely manner as per hotel policy.

• Processing guest payments.

• Coordinating with other department to fulfill guest’s request or resolve issues in a timely manner.

• Providing information to guests on various matters such as hotel information, facilities and services.

• Accommodating general and unique requests.

• Monitoring daily arrivals and ensuring all reservations are honored.

• Completing all shift duties as outlined on shift check list prior to the end of shift.

• Handling reservation calls after hours, ensuring guest needs are met, in a helpful efficient manner, input into the system as per procedure.

• Converting in house guest’s foreign currency to local currency, record and count accurately and efficiently.

• Ensuring credit policy is adhered to at all times, any variance reported to the manager on duty immediately.

• Ensuring cash float is maintained at a constant level as issued by accounts.

• Carrying out requests as directed by hotel management.

Knowledge and Experience

• Bachelor Degree in Hotel Management/ Hospitality Management.

• Tourism & Hospitality experience preferred.

• Competent in using Opera PMS, Microsoft Office software (including but not limited to: Word, Outlook, Excel).

• Ability to work in a fast-paced environment requiring multitasking

• Strong problem-solving skills required

• Excellent customer service and problem resolution abilities

Competencies

• Good interpersonal skills with ability to communicate with all levels of employees

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Positive mindset