A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required.

What will I be doing?

As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

What are we looking for?

SUMMARY OF POSITION

Responsible for providing friendly, efficient and professional service to the guests for all aspects related to front office. To be a touch point for the guests at arrival, departure and throughout their stay. To anticipate guest needs, efficiently handle cash transactions and provide guests with the highest level of service while adhering to Hilton Worldwide standards.

Reporting Line: Front Desk Supervisor > Reception Manager

 > Guest Operations Manager

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:   

·         Execute duties as assigned by the management, FOM or the GS Supervisor FO.

·         To ensure proper grooming standards are being followed with proper body poster and natural smile being ready to serve our guests.

·         Ensure all FO areas (Front Desk, Luggage Room & Lobby area) are clean and tiddy.

·         To ensure working area is properly stacked with operational stationary and request additional whenever required.

·         Monitor the FO stocks and action accordingly.

·         Ensure The Shop is properly stacked with goods and communicate with F&D if further action is required.

·         Be a reliable member of the Guest Service FO Team and a collaborative colleague whose passion for hosting can be observed every day.

·         To work, maintain & exceed departmental targets as well as individual targets of HH Enrollments, Upselling (Rooms & Meals), Stay Experience, KIPSU & Guest preferences (CRM).

·         To be an ambassador of the Front Office and the hotel, in and outside the work place.

·         To respect, Promote and follow “Welcome guest, Serve the guest, Answer phone calls, provide information, Flawless standardized Check-In & Out experience as well as handling guest complaints & guest requests.

·         Ensure assisting the guests in all possible ways (Hotel Information, City Information & Sightseeing, Arranging Transportation, Locations, City Facilities, Luggage assistance, Escorting to the hotel facilities, Serving from The Shop, Order Taking or any other help the guest might require).

·         Ensure all guest complaints are recorded and tracked properly to avoid the recurrence in the future.

·         To offer a warm welcome to all guests and to ensure that they enjoy their stay and are being offered the finest personal service.

·         To personally greet and escort the guests rather than pointing out directions (Whenever possible).

·         To be aware of all VIPs visiting or staying in the hotel as well as who are arriving.

·         To be aware of all Hotel offer, pricing, Hotel Events, Internal Events, Global changes, City vibes and share the information accordingly.

·         To maintain an accurate Guest History & profiles ensuring all profiles are correctly updated and merged to avoid duplicate profiles long with guest preferences.

·         To check the arrival lists and to block all the rooms according to guest requests and needs and upgrade whenever required specially for VIPs.

·         To ensure the hotel rooms inventory is properly balanced.

·         To properly follow all local government requirements concerning hotel guests and files.

·         To handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected with all proper backups as well as issuing manual invoices whenever required without delay.

·         Follow up on internal communications and any actions should be taken by FO to be responded to immediately.

·         Ensure all daily tasks are completed in a timely manner including reservations, method of payment, VCC, CC & Direct bills and notify the concerned department whenever required.

·         Follow up on High balance guest and ensure proper action and follow up is in place.

·         To ensure communicating with concerned departments regarding guest preferences, special occasions, disabilities or any suspicious behavior.

·         To be aware of forged currency and travelers checks and to respect all the financial and audit procedures.

·         To check the departure lists and to ensure check-out times are respected.

·         To monitor room status and discrepancies.

·         To ensure correct information has been collected from the guest while processing additional keys, room payment, additional guests or visitors and communicate to concerned departments accordingly.

·         To call the manager and explain the situation properly with full information for advice in serious cases or if an approval is required.

·         To share daily activity highlights with the manager including internal and external guest opportunities.

·         To ensure posting all No Show & Late Cancellations communicated by Reservations team to ensure proper revenue is tracked without fail.

·         To be aware of and to report all guest comments or complaints.

·         To follow the checklists and participate in their daily completion.

·         To participate in all Front Office briefings and monthly meetings and any other activities announced by the management.

·         To be fully knowledgeable on the different tasks required for each shift, be it morning, evening or night.

·         To handle all cash, Credit Card, Paid Out, Bank Cheque, Payment Link & Direct Bill transactions with the upmost care and efficiency, strictly adhering to the finance policies in place.

·         All Financial transactions should be printed on spot and handed over to the guest or send it on spot via E-mail.

·         To have full ownership of the cash float always provided by the hotel and responsible for it and strictly follow the brand standard.

·         Ensure House Fund is counted along with Security Witness and dropped to the assigned Safe Box.

·         To respect the privacy of the guests and the confidentiality of the information at hand.

·         To strictly respect the room keys and section keys handover procedures.

·         To respect schedules, terms and deadlines as agreed with the Management.

·         To be aware of all hotel facilities operating timings and to promote the internal activities and events of the hotel.

·         To liaise closely with the Sales and Reservations on rate management.

·         To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.

·         To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

·         To report for duty punctually wearing the correct uniform and name tag.

·         To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.

·         To maintain good working relationships with all colleagues.

·         To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and, the policies and procedures relating to Fire, Hygiene, Health and Safety.

·         To know the Hilton values and always abide by them when in the workplace.

·         To do a proper cashier closer and to submit it to senior or manager for review and approval.

·         To do a proper handover between shifts including high balance, payments, emails, KIPSU follow ups, Guest follow ups, Courtesy calls follow ups with all team members signature on it as an acknowledgment.

GENERAL DUTIES:

Health and Safety:

• Ensure that all potential and real Hazards are reported immediately and rectified.

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees.

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

• Use safe manual handling techniques and practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

• All guests with disabilities or special cases or diseases must be communicated immediately with management and Security.

Confidentiality:

·         Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Hilton policies.

·         Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

·         Ensure not to share any information of any guest inhouse to anyone from out of the property and never confirm if the guest is staying with us or no.

·         Never allow any accompanying or visitor without scanning the legal documents and the permission of the guest.

·         It’s prohibited to share any numbers of team members with the guest without permission.

·         It’s prohibited to share the rates of the guests or disclose it verbally while other guests are present and any type of preferences, disease or disabilities. 

·         Never write guest Credit Card number on a paper it should be recorded immediately on the system and never to be disclosed.