Guest Service Agent

Adh`ad Dafduf, Oman

Organization- Alila Jabal Akhdar

Summary

General Responsibility

Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues
Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation
Always present a clean and tidy appearance in accordance with the hotel’s grooming standards
Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs
Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues
Care about your work environment and make sure it is tidy and well maintained
Be reliable and ensure you are at work on time
Know your role in case of emergency such as bomb threat, flood, fire.
Understand the Employee Handbook and comply with the standards it outlines
Carry out all professionally reasonable instructions given by your supervisor

Technical Expertise

Maintain a friendly, neat and pleasant image to the guests
Prepare registration cards for arriving guests ensuring that they are correctly completed giving required information.
Maintain accurate records and informs other department of arrivals, room changes, check-outs and special arrangement for VIP guests.
Keep up date the current arrivals list and is familiar with on daily basis list of VIP, Returning and Suite’s guest.
To check all VIP arrival room with Housekeeping Manager/Supervisor and make sure that everything is in order. (cleanliness/amenity)
Meet and greets arriving guests and bid farewell to departing clients
Escort VIP, returning, and Suite guests to the room
Handles in room check in for VIP, returning, and Suite guests
Updates and helps maintain accurate guest history records in order to give maximum service for returning guests
Deliver personal recognition to Alila Link members whenever possible.
Be able to handle any queries from Alila Link members.
Be able to handle mail and messages.
Be tactful to guests complaints, requests and enquiries
To utilize guest comment card to give feedback and recommendations for product/service improvement
Record all suggestions and comments from guests
To actively sell the in-house facilities to guests
Fully conversant with the hotels facilities and services
To provide guest with up to date hotel information and events
Understand all hotel promotion activities, eq special package, Alila Link etc
Always be available to handle guest request and play the role of the “host” in the lobby and public area.
To provide security and privacy of guests by keeping all guest’s information confidential unless otherwise instructed by guests.
Maintain an active presence in the lobby
To prepares required list reports.
Able to conduct Hotel Tour at any time require.
Greet and assist the guest with maximum courtesy and attention during their stay.
To ensure maximum guests satisfaction through personnel recognition and prompt cordial attention throughout their stays.
Checking VIP rooms and suite to ensure that all guest amenities are provided accordingly.
To perform all duties within the Front Office Section as follows: Reception, Z-Line and Reservation.
Assist the Duty Manager and Senior Guest Service Agents with their jobs.
Courtesy call with minimum 10 in house guests to collect guest comments and observe guests’ needs
To contribute to overall operational efficiency by performing other relevant duties assigned.
Maintain logbook which is a vital communication tool among the Guest Relations officers working role and follow up
To be fully conversant with operation and be able to confidently check-In / Check-Out and Manager Opera Folios.