Guest Services Agent - Raffles

Job description

  GUEST SERVICE AGENT - RAFFLES

Job Purpose


The Guest Services Agent is responsible for providing dedicated and personalised service through, but not limited to, check-in, check-out and request assistance to all guests in accordance to hotel standards, policies and procedures to ensure a seamless stay.  Particular focus is required on long-stay requirements that may include move-in, preventive maintenance, high-balance management and billing.

Key Interactions

 

Internally
·  Housekeeping Department
·  Sales, Marketing and Revenue Department
·  Events and Catering Department
·  Engineering Department
·  F&B Department
·  Finance Department
·  Talent & Culture Department
·  Concierge Department
·  Spa and Fitness Department
·  Raffles Service Department
·  Fairmont Gold Department
·  Residences Department
·  Security Department
·  Executive Office Department
·  Global Frequent Fliers Office
 
 
 
Externally
·  In house, arriving, and departed guests
·  Loyalty members
·  Visitors and conference/meeting guests
·  Taxi, Transportation and Tour companies
·  Government & VIP liaison officers
·  Travel Agents
·  External Suppliers/Sales people
·  Local authorities and agencies

Primary Responsibilities

PERFORM EFFICIENT AND COURTEOUS FRONT OFFICE SERVICES
· 
Provide warm welcome and fond farewell for arriving and departing guests, respectively.

· 
Comply fully with Leading Quality Assurance standards during check-in and check-out processes.

· 
Provide accurate and complete information regarding guest reservations including stay inclusion, room rates, billing information, and etc.

· 
Maintain completeness and accuracy of guest and resident profile and pre-arrival reservation requirements.

· 
Deliver consistent service to all long-term guests at the Raffles Residences.

· 
Maintain collaborative working relationships with colleagues and leaders.

 

PROVIDE PERTINENT INFORMATION TO BOTH EXTERNAL AND INTERNAL GUESTS ON ALL HOTEL SERVICES, FACILITIES AND ONGOING PROMOTIONS

· 
Recommend and upsell hotel services, facilities and products.

· 
Suggest alternative quality establishments such as restaurants, museums, shopping centers, and etc. around hotel premises, or from requested location.

· 
Familiarise and upsell ongoing hotel promotions and offers.

· 
Familiarise and promote hotel loyalty program and other marketing programs.

 

PROTECT THE PRIVACY AND SECURITY OF ALL REGISTERED GUESTS INCLUDING PROPERTIES BELONGING TO THE HOTEL AND ITS GUESTS

· 
Assist in handling of missing and lost and found claims from hotel patrons and guests.

· 
Share and implement among guests hotel house rules and regulations.

· 
Maintain public area and internal office cleanliness in coordination with Housekeeping Department.

· 
Adhere to hotel security and safety protocols including emergency preparedness.

· 
Adhere to proper storage and safekeeping of items and documents containing personal and private information of guests.

· 
Assist in escalating suspected food-borne illness complaints to leaders.

 

PARTICIPATE IN DEPARTMENT AND HOTEL ACTIVITIES THAT CONTRIBUTE TO THE ACHIEVEMENT OF CAREER AND HOTEL GOALS AND OBJECTIVES

· 
Follow the Heartist® approach to guests and resident services.

· 
Adhere with hotel’s Planet21 activities and initiatives.

· 
Contribute in optimizing department profit by through room upsell and etc.

· 
Optimizing department budget by wisely utilizing department supplies and inventory.

· 
Participate in several work-related and career-enhancement trainings provided by the hotel and the department.

· 
Maintain punctuality and compliance to approved department roster.

· 
Adhere to hotel’s Colleague’s Code of Ethics and Grooming Policies.

 

ASSIST IN THE IDENTIFICATION, INVESTIGATION AND RESOLUTION OF GUEST ISSUES AND COMPLAINTS

· 
Receive and assess complaints and issues from guests.

· 
Deliver appropriate response and empathy to guests during complaints and issues.

· 
Escalate to leaders all matters and incidents concerning hotel guests, their level of satisfaction, and security.

·  Assist in recording guest issues and observations.

 

Main Complexity/Critical issues in the Job

 
·  Efficiency of check in/check out process
·  Upsell
· 
Completeness and timely cascade of all job-related information

·  Accuracy in retrieval of guest data and billing
· 
24/7 operational availability including reporting for duty during holidays, weekends and overnight shifts
Organizing multiple long-term residents and their accounts and catering to their specific preferences and needs

Profile

Knowledge and Experience

· 
Diploma or degree preferably in hospitality or related field

· 
Strong working knowledge of Microsoft Outlook and Microsoft Office

·  Preferably with 1 year of relevant experience in similar size/style of hotel 4*, 5*, 6* business and/or residential
·  PC application and PMS knowledge: Opera (or local equivalent)

Competencies

· 
Good interpersonal skills with ability to communicate with all levels of employees

·  Service oriented with an eye for details
· 
Ability to work effectively and contribute in a team

·  Good presentation and influencing skills
· 
Multicultural awareness and able to work with people from diverse cultures

· 
Flexible and able to embrace and respond to change effectively

· 
Ability to work independently and has good initiative under dynamic environment

·  Self-motivated and energetic
· 
Communication skills for all levels of colleagues/guests/residents, confident, clear English

· 
Interpersonal skills to deal with guests, residents and staff issues

· 
Confidently able to resolve problems and make decisions

· 
Adaptable to multicultural guest, resident and colleague needs, works with diverse cultures

· 
Can use sensitivity and discretion in supporting guest, resident and colleague needs

· 
Leads to constantly improve the guest service experience

· 
Career focused, wanting to grow and develop, self-driven