Guest Service Agent

Description:

To provide professional and personalised service to all guests specifically VIP’s, Long Stay guests and repeat guests, to ensure all guest needs are met, to be proactive in ensuring that all the guests leave satisfied, to be an ambassador for the problem resolution program and the repeat guest program and that special needs are met and exceeded. As Guest Service Agent you are also responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience.

GUEST EXPERIENCE

• Give a warm welcome and check in guests taking into account the established SOPs.
• Check out of departing guest in accordance with the established standards.
• Sell rooms to walk-in guests and be responsible for all pro-active and day-to-day facilities issues.
• Ensure that the Guest Service Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact.
• Develops good working knowledge of reservation department, take same day reservations when necessary.
• Promptly notify housekeeping of all check-outs, also inform housekeeping of latecheck outs, early check ins, special requests.
• Uses proper telephone etiquette.
• Takes the responsibility of answering guests’ queries efficiently and correctly.
• Maintains all guests’ accounts in a current state of accuracy.