Guest Service Agent

Job Summary

The Guest Service Agent is responsible to ensure exceptional guest experiences by providing friendly and efficient customer service throughout their stay at a hospitality establishment, such as a hotel or resort. They serve as the primary point of contact for guests, assisting with check-in and check-out procedures, handling inquiries and requests, and addressing any concerns or issues promptly and professionally. Guest Service Agents also provide information about hotel amenities, local attractions, and dining options, and may coordinate services such as transportation, luggage assistance, and room upgrades. Overall, their role is to create a welcoming and comfortable environment for guests and ensure their needs are met to enhance their overall satisfaction.

Job Responsibilities

• Greet guests upon arrival and assist with check-in procedures, including verifying identification, processing payments, and issuing room keys.
• Handle guest inquiries, requests, and complaints promptly and courteously, providing accurate information and resolving issues to ensure guest satisfaction.
• Provide information about hotel amenities, local attractions, and dining options, assisting guests in making arrangements and reservations as needed.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests, such as room service, housekeeping services, and maintenance repairs.
• Maintain a neat and organized front desk area, including stocking supplies, updating guest information, and ensuring cleanliness and orderliness at all times.
• Process check-outs efficiently, reviewing charges, collecting payments, and issuing invoices or receipts as required.
• Handle incoming phone calls, emails, and faxes, directing inquiries to the appropriate departments or personnel and taking messages as necessary.
• Uphold hotel policies and procedures, including security measures, confidentiality guidelines, and health and safety protocols, to ensure a safe and secure environment for guests and staff.
• Assist with administrative tasks, such as updating guest records, filing paperwork, and preparing reports for management as needed.
• Continuously strive to exceed guest expectations, anticipate their needs, and provide personalized service to enhance their overall experience during their stay.

Job Knowledge & Skills

Understanding of hospitality industry standards, including hotel operations, guest service principles, and standard procedures for check-in, check-out, and guest assistance.

Excellent verbal and written communication skills to interact effectively with guests, colleagues, and management, conveying information clearly and courteously.

Strong customer service skills to provide personalized assistance, address guest inquiries and concerns, and exceed guest expectations in a professional and friendly manner.

Keen attention to detail to accurately process guest information, handle reservations, and ensure that guest preferences and special requests are accommodated.

Ability to think quickly and effectively resolve guest issues or complaints, demonstrating resourcefulness and a proactive approach to guest satisfaction.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 3 year(s) working experience, 2 year(s) relevant working experience, 2 year(s) GCC is a plus.

Competencies

Collaboration, Accountability, Resilience, Equipment Management, L1 Quality, Event Planning, L1 Quality and Safety, L1 Guest Relations, L1 Leadership, Entertainment Management, L1.

Education

Education information not specified.

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