The Guest Service Agent will work with the front Office team to provide services for Guests to contribute to an overall exceptional experience from check-in through and complete audits, as required.
He / She provides information to guests about room features, property amenities and local areas of interests. The guest service agent will log all guest requests o issues into computer, contact the appropriate individual or department (e.
g. Bellman, housekeeping, engineering) and follow up with guest to ensure their request has been met to their satisfaction.
He / she operates the telephone switchboard station in order to answer telephone calls and process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls.
Ensures that the Hotel brand standards, policies and procedures are adhered to at all times.
Achieves positive outcomes from guest queries in a timely and efficient manner
Ensures an efficient reception experience for Guests, including check in / out, and complete audit procedures as required
Ensures that FOM / Sup is kept fully aware of any relevant feedback from guests and / or other departments.
Demonstrates a high level of customer service at all times.
Demonstrates a knowledge of hotel room categories, room rates packages, promotions and other general product knowledge necessary to perform daily duties
Maximizes room occupancy and uses up-selling techniques to promote hotel services and facilities
Uses the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
Complies with hotel security, fire regulations and all health and safety legislation.
Reviews front Office logs, trace file and credit limit daily.
Answers inquiries from guests regarding restaurants, transportation and entertainment
Is familiar with all in-house groups
Coordinates with front Office Supervisor in performing daily task or during the shift
Has knowledge of emergency procedures and assists as needed.
Use proper etiquette at all times when communicating with guests and team members
Is able to perform and completes all tasks and duties on the shift checklist in a timely and efficient manner.
Ensures that all systems are updated accurately and all the front office records and filing are completed in all areas as per the hotel standards.
Maintains effective communication with all related departments to ensure smooth service delivery.
Balances accounts of day’s business at end of shift.
Maintains an awareness of rates levels to be sold on a daily basis and occupancy levels.
Activates and file room keys
Notifies loss prevention / security of any guest reports of theft
Maintains a clean work area
Assists other departments as necessary
Is able to work in a multicultural team
SKILLS & COMPETENCIES
Excellent customer skills
Good visual memory and attention to details
Excellent communication skills
Ability to work under pressure
EXPERIENCE, CERTIFICATION & EDUCATION
Minimum of 1 / 2 years as Guest Service Agent / Front office agent
Experience working in 4 / 5* star branded hotel
Candidates based in Doha are preferred.