Guest Service Agent

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Your Day to Day:

The Guest Service Agent is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience, a Guest Service Agent will check in and out guests efficiently and make sure they have all they need for a great stay.

Some of your main role responsibilities are:

• Welcome guests in a friendly, prompt, and professional manner recognizing IHG Rewards Club Members and also returning guests.
• Check guests in, issue room keys, provide information on hotel services and room location.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record, and process all guest calls, messages, requests, preferences, questions, or concerns.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control, and release guest safe-deposit boxes in line with hotel procedure.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns, or suspicious behaviour to the supervisor or manager on duty.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits, taking every opportunity to enroll new members.

Company Industry:

• Hotels
• Hospitality

Department / Functional Area:

• Chefs
• F&B
• Front Desk

Keywords:

• Guest Service Agent