GUEST SERVICE AGENT

Job Description

Job Description

Role and Responsibilities

As a guest service agent, you are professionally responsible for providing exemplary services to the guests whenever they make an entry in

the hotel, during their stay, and at their departure. Guest service Agent responsibilities include taking care of the

guests in a professional and courteous manner

● Greet and welcome guests who are checking in, and arrange for the collection and storage of their luggage

● Pay attention and listen carefully to the needs of the guest and attend to their special needs

● Give outstanding service to guest that have checked in and greet them in a friendly manner and interact in a positive way

● Responsible for efficient handling of the guests and to make sure that they check in and check out as per the rules and

regulations

● Promptly respond to the customer's inquiries and demands, and make arrangements for the subsequent services by

coordinating with the other department

● Answer phone calls and keep track of in-house activities

● Respond to guest and potential guest inquiries regarding the availability of rooms and the cost of stay.

● Demonstrate

● Maintain up-to-date knowledge on current services that are being offered.

● Ability to ensure information is effectively conveyed to the customer.

● Ensure rooms have been allocated properly, and hand over keys to the guest

● Complete all registration and check-in procedures have been followed and completed properly

● Successfully input guest-related information, maintain, update, and post accurately

● Complete start of shift and end of shift reconciliation, including cash count and balancing to the shift report

● Responsible for ensuring that the bills generated are posted to the appropriate accounts

Essential:

● Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their

understanding

● Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work

with minimal supervision,

● Ability to work comfortably in pressure situations and should be able to deal with a diverse range of people and help in

resolving their issues in a calm and quiet manner.

● Flexible to work assigned shifts, extended hours, weekends, holidays, and may need to work overtime.

● Excellent organizational and time management skills.

● Ability to adapt to changing conditions and keep updated with current knowledge within the hotel industry.

● Interpersonal skills and the ability to work well with co-workers and the public

Desirable:

● Prior guest relations training

● High School graduate or equivalent vocational training