Guest Service Center Agent
Skills
About This Role
Overview
- 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
- Receiving calls and transferring calls as required
- Handling guest requests via telephone as required
- Handling guest wake up calls
- Registering guest requests and room defects
- Following up on guest requests to ensure successful completion
- 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
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