Guest Service Agent

Job Description

We are currently looking for dynamic and self-motivated Front Office professionals who want to move their careers forward.

As a Guest Service Agent, you are responsible for providing professional and customer-focused service to our guests, ensuring their stay becomes a memorable experience. Your role will include key responsibilities such as:

1. Offer consistently professional, friendly, warm, and engaging service.
2. Give a warm welcome and check in guests, taking into account the established SOPs.
3. Check out departing guests in accordance with the established standards.
4. Sell rooms to walk-in guests and be responsible for all proactive and day-to-day facilities issues.
5. Responsible for cash inventory, cashing cheques, and bills of exchange in foreign currencies for hotel guests in accordance with the credit policy.
6. Cooperate with colleagues from all departments, in particular, Housekeeping, Finance, and Reservation.
7. Ensure that the Guest Service Desk is manned, operationally prepared, and stocked at all times to be available for guests as a point of contact.
8. Maintain the privacy of all guests by ensuring that no details of the guests are disclosed.
9. Demonstrate a complete understanding of the hotel’s policies and procedures and service standards, and have full knowledge of the hotel facilities and happenings.

Skills

Education, Qualifications & Experiences

You should ideally have a degree in hospitality with previous experience in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge of an additional language, along with strong interpersonal and problem-solving abilities, are essential. Being computer literate and having previous experience with Opera are an advantage.

Knowledge & Competencies

The ideal candidate will be customer-driven and possess an extremely proactive and ‘switched on’ personality with an outgoing, charismatic, and approachable character. You will work well under pressure in a fast-paced environment and be a great team player who thrives in working with a multi-cultural team and guests alike, while possessing the following additional competencies:

1. Understanding the Job
2. Taking Responsibility
3. Recognizing Differences
4. Customer Focus
5. Adaptability
6. Teamwork