Guest Service Agent

•To organize, provide and coordinate training for new starters
•To take over Shift leader position when required.
• Have a good knowledge of the local area and where to find relevant information.
• To know the operating hours of each outlets within the hotel.
• To communicate with all guest and employees in a professional and courteous manner at all time.
• Adhere to all company policies and procedures.
• Covering other Front Office department positions when required.
• Perform any reasonable task requested by the shift leaders and reception supervisor.
• Respond to guest complaints in a professional manner at all times and record all relevant
information.
• Ensure the Front Desk and back offices are being kept clean and tidy at all times.
• Maintain a high standard of personal hygiene, cleanliness and appearance at all times.
• Always use the correct standard to answer the telephone.
• Constantly check the handover, memo file and ensure checklists are completed at the end of your
shift.
• Report any unusual occurrences and any concerns to the reception shift leaders and supervisor.
• Welcome all guests upon arrival according to the CLPM standards.
• Ensure that procedures for rooming are being adhered to.
• Promote the hotel facilities efficiently.
• Ensure all special requests on the arrival list are being action and followed up.
• Verify that all registration cards and keys have been prepared for the day.
• Update any information from the guest registration card onto Visual Oui.
• Liaise with the Concierge desk for the delivery and collect of luggage.
• Follow up with the concerned airlines and agencies in case of any guest’s lost luggage.
• Ensure that upon arrival, information on guest’s voucher matches the one in our reservation
system. If incorrect or wrong, ensure proper action is taken.
• Reconfirm airline ticket for all direct guests and follow up on any query from agencies’ guests.
• Ensure that cash box and float are properly handed over by adhering the correct procedures and
policies.
• Assist guest with foreign exchange by adhering the hotel policies and country laws.
• Posting and filling of all manual bills.
• Prepare authorization form for direct guest.
• Prepare the registration card for the next day.
• Verify / print / attach with departure letter the bill for the next day departure.
• Ensure that the check-in forms are correctly filled in before faxing to the central bank.
• Ensure that parcel, faxes, messages are delivered to guests on time.
• Constantly liaise with all the resort departments to ensure smooth running of the operations.
• Sorting and filling of guests’ bills from the outlets.
• Clearing out the dockets of the check out guests.
• Prepare and update the departure control sheet for the next day.