Guest Service Agent

POSITION PURPOSE

• To provide our guests with an on brand personalized arrival and departure experience.
• To ensure guest ledgers are well controlled.
• To effectively contribute in a high Guest Voice loyalty composite through recognition, friendliness, helpfulness and efficiency.

ESSENTIAL FUNCTIONS

• Ensure that services provided are in harmony with our Sheraton core values.
• Ensure that our guests receive an on brand personalized experience upon arrival, departure and throughout their stay.
• Acknowledge and recognize Marriott Bonvoy members and deliver the related welcome amenities upon arrival.
• Ensure implementation of the WELCOME upon Check in and FAREWELL upon check out.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the BSA inspection
• Live the Sheraton Brand Differentiators (Sheraton Sleep Experience and Sheraton Club).
• 100% daily usage of the Guest planning Screen to deliver preferences successfully to our guests.
• Achieve the daily set goals for the following:

1. Marriott Bonvoy Enrolments.
2. Up selling revenue.
3. COFC (Check Out For Children) daily capture ratio of 25% of check outs.
4. YC (Your Choice) daily take rate of 15% of occupied rooms.

• Ensure smooth and clear communication with all other FO, HK, club and Room service associates.
• Control high balance report on a daily basis.
• Ensure compliance with PCI policies.
• Ensure rooms allocated for VIPs are not changed unless amenities are shifted.
• Acquire the proper product and service knowledge needed to perform your job properly.
• Ensure that guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests’ defects are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay
• Be aware of the hotel Fire and Emergency procedures.
• Perform daily buckets check against departure and clear the pending registration cards.
• Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
• Trouble Shoot and/or assist guests with internet issues.
• Assist the hotel revenue by:

1. Rooms/Suites Upselling.
2. Suggestive selling of the hotel restaurants.

• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers including VIPs and Marriott Bonvoy elite members.
• Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
• Actively participate in the hotel sustainability, community and OI (Operational Innovation) activities.
• Ensure proper grooming and personal hygiene at all times as per hotel guidelines.
• Be knowledgeable about the hotel Guest Voice scores and current improvement plans set for the department.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Computer Skills
• Opera knowledge
• Team work spirit
• Excellent command of English
• Additional language is highly required
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and ownership skills

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.

PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE

Ability to stand for long hours.