Guest Service Agent

Duties and Responsibilities:

• Welcome and check guests into the hotel by the established procedures of the JA The Resort
• Bid farewell to all departing guests
• Provide a welcome drink /cold towels to guests
• Monitor and coordinate the sequence of waiting for guests for check-in & check out
• Ensure personalised check-in and check out process(aware of required protel knowledge & various method of payment knowledge )
• Ensures that daily targets for Room/Meal Plan upselling, JA Discovery and Cross-selling targets are achieved.
• Maintain active lobby management, assist guests with any inquiry and guide them to the responsible team members
• Provide accurate information regarding Resort facilities and guest accommodations to ensure total guest satisfaction is achieved as per JA The Resorts standards
• Ensure that any complaints/comments are handled without delay
• Ensure that correct data is input onto Protel to develop and maintain a comprehensive guest history system
• Ensures that all the Data entries for DTCM requirements are done according to the existing procedure from DTCM
• Maintain effective communication with all related departments to ensure a smooth service delivery
• Promote JA Discovery loyalty program and encourage guests to enrol
• Ensure that all tasks are completed, and traces are resolved(refer daily Resorts host task list)
• Ensure that the needs of the guests are anticipated and met and that any further requirements are attended to in a professional manner
• Ensure tidiness and cleanliness of the lobby and its interior
• Conduct evening candle-lighting ritual in the lobby
• Conduct any other assignments given by superiors
• Ensure that VIP1, 2 and 7 are escorted to rooms on arrival
• Special occasion arrangements
• Ensure that Guest Well-being report is being actioned with courtesy follow up call and meetings
• Ensure that guest invoices are printed to attach with departure letters to send to guest rooms
• Conduct daily show round to ensure that guests are familiar with Resort Facilities.
• Attend to all guests requests, communicating and following up these with the other departments when necessary.
• Assist with planning and organizing the holiday itinerary of the guests.
• Update him/ herself regularly about resort facilities, activities, outlets operation hours, events etc. and conveys correct information to guests.