- All basic duties of a Guest Services Agent; check in, check out, guests’ inquiries.
- Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department
- Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
- Supervise the Front Office operation and workflow to maximize guests’ satisfaction levels.
- Supervise and delegate duties to all Front Office team members.
- Responsible and accountable for maintaining the highest service standard of Front Office, and to generate team spirit and motivation in all ambassadors.
- Assist the Front Office Manager in monitoring the Front Office Associates and train them to ensure that guests receive prompt and courteous services.
- Check daily arrival list for VIPs, and regular guests. Introduce hotel facilities and special services to guests and follows up on requests by guest promptly and efficiently.
- Encourage and motivate Guest Service Agents to up-sell in order to achieve the daily / monthly target set by Front Office Manager.
- Oversee the daily movement of guest activities and be able to resolve any minor guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
- Communicate with guests to get the feedback, pay great attention to the guest’s comments, to investigate and submit reports on guest comments.
- Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
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