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Guest Service Agent
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Organization- Alila Jabal Akhdar
Summary
General Responsibility
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
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Carry out all professionally reasonable instructions given by your supervisor
- 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.
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