Guest Service Agent

Job description

Key tasks

Overview of duties
• Welcomes guests and takes care of them from their arrival through to departure
• Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
• Helps meet the department's quantitative and qualitative targets
Main responsibilities
Customer relations
• Welcomes guests as soon as they arrive with due care and attention
• Helps encourage customer loyalty by developing friendly, personalised relationships
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible
• Conveys the hotel image
• Helps bring certain brand concepts to life on a day-to-day basis
• Respects the reservation commitments in full
Professional techniques / Production
• Carries out all operations concerning guest arrival and departure in compliance with internal procedures
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Handles phone calls
• Applies the procedures of internal audit
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team
• Ensures that all guest documentation is up-to-date and available
• May handle reservations
Commercial / Sales
• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.
Management and administration
• Respects the procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility
• May be asked to prepare and send reminder invoices to debtors
Hygiene / Personal safety / Environment
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's Health, Safety and Environmental Policies and Procedures
• Ensures the safety of people and property
• Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc)