Guest Service Agent

1. Has a complete knowledge of the hotel including the geographical layout and local area / surroundings.
2. Knowledgeable about all VIPs in house, hotel functions, and special events.
3. To ensure that all guests receive a warm, friendly welcome and to provide courteous, efficient, and professional service at all times.
4. To meet VIP guests upon arrival and escort them to the room.
5. Checks daily events and functions.
6. Greets and escorts guests and thoroughly checks their accommodation is according to their requested standards; informs guests of the in-room amenities and facilities in the hotel.
7. Supervises proper use of furniture to avoid damage and accidents.
8. To assist the Sales team in show around or site inspection.
9. To make sure that guests sleeping in the lobby are assisted to Traveler’s Lounge and offered complimentary coffee, tea, or juice while waiting for their room.
10. To receive room keys from receptionists and escort guests to their designated rooms as soon as the room is ready.
11. Has a basic knowledge of check-in and check-out standard procedures to extend further assistance to the Reception team whenever required.
12. To report for duty punctually wearing the correct uniform and name tag at all times.
13. To maintain a good working relationship with colleagues and all other departments.
14. To maintain a high standard of personal appearance and hygiene at all times.
15. To have a complete understanding of the Hotel’s Policy relating to Fire, Hygiene, Health, and Safety.
16. To attend all training sessions/programs that are requested by the Hotel’s Management.
17. Performs any other duties as assigned by management.
18. Supervises lobby cleanliness and order at all times.
19. Make sure that lighting, music, and fountain are always operational and as per the set standards.
20. Answers inquiries concerning the hotel services and facilities and promotes all outlets and other facilities.
21. Forwards maintenance requests (e.g., changing light bulbs) to the One Touch Service.
22. Maintains the reputation of the hotel by keeping the lobby always up to established standards.
23. Reports unusual occurrences directly to the Managers on Duty.
24. Interacts with all guests as well as individuals outside the hotel.
25. Makes Daily Reports (e.g., Courtesy Call Report VIPs, Marriott Elite Members, Service Recovery, Special Occasion & Arrival reports) to be sent to designated departments including HODs.
26. Makes an in-house and pre-departure courtesy call to all guests & liaises with the concerned departments for requests and service improvement.
27. Promotes Trip Advisor feedback from happy guests and inspects guest rooms daily, ensuring that all in-house guests receive their daily amenities as per set standards.
28. Makes the Room Inspection Report and sends it to designated departments.
29. Oversees maintenance of efficient repeat guest history.
30. Ability to understand, discuss, and promote Marriott Rewards and Habtoor Loyalty Program according to each guidelines and scheme.
31. Offers the Loyalty application to Repeat Guests and sends application forms to the Loyalty Office.
32. Keeps a logbook for Restaurant Reservations inside or outside the hotel.
33. Keeps a logbook for Loyalty Applications to monitor the quantity of Applications done in a month.
34. Informs other operating departments, notably Housekeeping and Food and Beverage Departments, on matters that concern them.
35. Performs related duties and special projects as assigned.
36. Updates the GR logbook with all the handovers and important information.
37. Ensures that rooms are assigned according to the reservation & as per guests’ requests.
38. Resolves Guests' complaints that arise at the front desk.
39. Updates complaints on profile notes and Complaint report and informs the manager accordingly.
40. Makes sure all necessary papers are properly filed for documentary purposes.
41. Implements & controls the policies & regulations related to staff health & safety, grooming, service, and hygiene.
42. Attends & participates in daily briefings as scheduled.
43. Resolves Guests' complaints that arise at the front desk and takes necessary actions in accordance with hotel policy.
44. Reports all necessary complaints to the Manager on Duty.
45. To perform any other duties as assigned by management.
46. Ability to train new associates and ensure that they perform the tasks assigned.

Requirements:

Strong interpersonal skills.

Pro-active, innovative, and team player.

Administrative skills and knowledge of Microsoft Office, Outlook emailing, and Opera.

Pleasing and very approachable personality.

Self-driven.

Preferably in the UAE and can join immediately.