Guest Service Agent
Posted Updated
- Manage arrivals and departures of guests visiting our hotel
- Provide exceptional guest service by responding to guest requests efficiently
Promote and enroll guests in loyalty programs (e.g., ALL – Accor Live Limitless).
- Maintain a high level of professionalism and accuracy with all accounting functions
- Communicate with housekeeping, reservations and maintenance departments to ensure all guest requests and needs are met
- Actively resolve guest issues and challenges presented on shift
- To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
- Correctly performing Forex exchanges as per the set standard
- To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences
- Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
- Attending to calls, both internal and external as per the set hotel standards.
- Action the housekeeper’s report immediately, reporting any discrepancies to the GSS and pass it to the housekeeping for investigations and follow up.
- Ensure compliance with hotel policies and procedures.
- Protect guest privacy and confidentiality.
- Escalate complex issues to supervisors when necessary.
· Diploma/Degree in Hospitality Management, Front Office Operations or related field.
· Knowledge of Opera PMS or related system.
· Excellent communication and interpersonal skills.
· Professional appearance and grooming standards.
· Ability to work flexible shifts.
· Strong commitment to delivering exceptional guest experiences.
Your team and working environment:
- Tight-knit and team oriented.
- Hard-working, engaging and inclusive.
- Attention to detail and hygiene
- Well organised and autonomous