Guest Service Agent

Company Description

NH Hotels offers trustworthy experiences based on three main pillars: value for money, the best location to connect with the city, and service with a human touch. NH Hotels’ remarkable products and services meet the expectations of the guests looking for functional urban hotels with a natural and fresh style and friendly service that makes the experience both surprising and enjoyable.

Job Description

• To anticipate guest needs, and handle guest inquiries in a helpful and attentive NH Hotels & Resorts manner.
• To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other NH Hotels & Resorts properties.
• To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of NH Hotels & Resorts at all times.
• Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their NH Hotels & Resorts experience.
• To develop a close and harmonious working relationship with all hotel departments, to address any problems or complaints made by guests.
• To attend hotel events, daily shift briefings and training to improve professional skills.
• Receives guests in a friendly and efficient manner. Up sells rooms to optimize revenue and achieve a high average room rate.
• Checks the daily arrival list / Departure list.
• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.
• Allocates rooms and issues appropriate keys.
• Welcomes customers to the hotel.
• Meets and responds to customer requests for information about the hotel and its surroundings.
• Arranges for special services requested by the customer.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Arranges fulfilment of customer services by working with O.T.S, /Operators, Bell Staff, Maintenance, Housekeeping, Reservations and Room Service.
• Follow up and ensure backups for complimentary & upgrade rooms are in place.
• Handles incoming guest room reservations after office hours.
• Be aware, at all times, of current room status and room availability.
• Be fully aware of, and knows how to handle, all current and future hotel promotions.
• Utilizes yield management to maximize room revenue.
• Increases hotel revenue by promoting food and beverage alternatives within the hotel.
• Minimizes loss of revenue by adhering to all established credit procedures.
• Insures all guests establish credit upon check-in.
• Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures.

Qualifications

• Certificate /Diploma in Hospitality Management would be an added advantage.
• Fluent in English.
• Computer literacy Ms Excel, Word and PowerPoint.
• Hotel Product Knowledge.
• Proficient in all front Office Procedures.

Additional Information

• Commitment to delivering exceptional guest service with a passion for the hospitality industry.
• Ability to find creative solutions with proven problem-solving capabilities offering support where required.
• Ability to work in an environment that demands excellence, time and energy.
• Strong communication skills.

Our people drive the success of our business, so we will invest in your skills to allow you to grow and progress through your career.