Guest Services Agent

Description

The Guest Services Agent is responsible for warmly greeting and checking in guests according to established procedures. This role involves providing guests with relevant information about their stay and offering courteous and efficient service to meet guest requests. The agent is expected to be knowledgeable about room types, rates, and availability, with an emphasis on up-selling. The role also includes ensuring guest room security and emergency procedures are understood, and providing accurate information about hotel facilities, city attractions, and events. Strong communication with Front Office ambassadors is essential, along with assisting with various guest inquiries and requests, such as restaurant reservations, transportation, and event tickets.

Responsibilities and Duties

Greet and welcome all guests upon arrival. Check in guests following established standard operating procedures. Provide guests with relevant information about their stay. Offer courteous and efficient service, making every effort to fulfill guest requests. Be knowledgeable about all room types, rates, and availability, and up-sell when possible. Understand and follow guest room security, emergency, and fire procedures. Familiarize yourself with hotel facilities, services, and major city attractions, providing accurate information to guests. Build and maintain a professional and courteous relationship with Front Office ambassadors, ensuring effective communication throughout the hotel. Stay well-versed in Front Office policies, procedures, job descriptions, and the employee handbook. Assist guests with various inquiries, including restaurant reservations, transportation, event tickets, and promptly handling messages and deliveries.

Qualifications and Requirements

Ability to deal with the public in a professional and courteous manner. Ability to handle conflict situations in a professional manner. Strong interpersonal skills and the ability to work well in teams. Able to create positive and effective working relationships with both guests and team members. Excellent communication skills with the passion to serve. Good command of English language.

Working Condition

Working hours

5 days/44 hours