Position: Guest Service Agent
Department: Front Office/ Guest Relations
Reports to: Guest Relations Manager
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PURPOSE OF POSITION
Handling all aspects of Guest service to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
- Maintain exemplary department standards of behavior and appearance and attitude
- Taking ownership of all requests coming directly from the guest or other colleagues/ manager regarding guests. Thorough follow up to be ensured to guarantee maximum guest satisfaction through guest recognition and prompt cordial attention
- Coordinate with Concierge, Butler, Housekeeping and other departments regarding special guests’ requests and or preparations, as well as excursions
- Promote Inter-Hotel sales and in-house facilities
- Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
- Is familiar with other Raffles properties so that resident indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
- Ensure good communication throughout the departments about guests and meet guests during their stay and follow up on issues/ complaints
- Handle guest complaints and refer to them as necessary, follow up on corrective action
- Keeping track of guest feedback and actions taken
- Send out pre-arrival emails and follow up on ongoing communication with guests and/ or travel agents
- Check arrival reports for the following days, special requests etc. and take action if necessary
- Look up all guest profiles and create VIP profiles
- Amenity orders are to be done as part of the preparations for the next day’s arrivals
- Ensure repeat guests and other VIPs receive special recognition and service prior arrival and during the stay
- Ensure all arrivals are checked and proper knowledge of packages, special requests etc.
- Inspect VIP rooms prior to arrival
- Ensure all guest profiles are being updated during their stay with preferences, complaints etc.
- Greeting guests upon arrival, check-in and give a resort introduction before introducing the person responsible for the rooming.
- Meet guests upon departure and ensure that the residents depart the hotel with a positive impression of hotel service
- Keep communication with guests even after departure and send emails/ letters for special occasions
- Participate in regular briefings and operations meetings
- Participate in training that one has been nominated for
- Remain available for site visits
- Ensure front desk work area is kept clean and in an orderly state at all times
- Assist Guest Relations Manager to ensure departmental performance is productive
- Perform related duties and special projects assigned
PERSONAL ATTRIBUTES
- Strong written and verbal communication skills in English and preferably one other language
- Able to develop rapport with and gain support from Colleagues and Management staff
- Ability to work cohesively with co-workers as part of a team
- Ability to focus attention on resident needs, remaining calm and courteous at all times
- Ability to promote positive relations with all residents and patrons
- Understanding and ability to work in a multi-cultural environment
EXPERIENCE
- Minimum 2 years Front Office/ Guest Relations experience preferably in a four or five star hotel