Front Office - Guest Service Agent
Full job details
We are currently looking for young, dynamic, self motivated Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service to the guests of our newly branded Centro properties.
As a Guest Service Agent you are responsible to provide professional and multi skilled services to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as:
•Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure
•Process and confirm guest room reservations made by clients over the phone, letter or fax
•Maintain accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems
•Ensure guests are personally greeted by name, if known and escort to their room to make them feel expected and welcomed
•Conduct in room & hotel familiarization and assist guest in luggage handling and hotel activity enquiries / requests
•Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels
•Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
•Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries
•Give courtesy calls and complete the daily call log as per established guidelines
•Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings.
Education, Qualifications & Experiences
You should ideally have a degree in hospitality with previous experiences in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge in an additional language, along with strong interpersonal and multi tasking abilities are essentials. Computer literate and previous experiences with Opera are an advantage.
Knowledge & Competencies
The ideal candidate would be customer driven and an extremely proactive and ‘switched on’ personality with an outgoing, charismatic and approachable character. You must work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:
Understanding the Job