Guest Service Agent

Marjan Island, Ras Al Khaimah
Competitive and based on Qualifications.
18 Oct 2016
15 Nov 2016
Job Level

1. Reports directly to the Guest Relations Supervisor. 2. Provides functional assistance and direction to Front Office Team. 3. Coordinates activities and educational process in Front Office Teams. 4. Sharing the important information with all key departments regarding the VIP Guests. 5. Train and educate all key departments to collect guest’s preferences and all relevant information in order to create hotel guest’s history database. • Performs Front Office, Reception and Information operations, applying the organizational structure defined by the Front Office Manager. • Promotes the Marjan’s brand philosophy through his or her exemplary attitude, behavior, uniform, and excellent communication skills. • Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile. • Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay. • Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts. •Ensure that all Front Office Standards ,Operating Policies and Procedures are adhered •Coordinate the Arrival, Stay and Departure experience to ensure a seamless experience •Liaise with all key departments to gather the correct information •Review arrivals for the next ten days on a daily basis •Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met Main responsibilities Customer relations: • Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go; Contributes to guests' sense of well-being and loyalty, by establishing a warm and personalized relationship. •Gives priority to guest relations, while taking care to respect administrative procedures • Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people. • Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel. • Promotes the use of the automated check in/ check out kiosks to guests and provides assistance. • Collects and inputs information on guests, to improve future visits to the hotel. Professional techniques / Production: • Manages the flow of hotel customers, keeping waiting times to a minimum. • Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs. • Takes care of the arrival and departure processes for guests in compliance with internal procedures. • Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel. • Handles phone calls. • Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department • Ensures that all guest documentation is up-to-date and available. • Handles reservations for all points of sale as needed. • Is the point of contact for information both destined for hotel customers and concerning them. Team management and cross-departmental responsibilities: • Assures the interface between all hotel departments and service-providers if necessary. • Helps train and develop other welcomers’ in the team. 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. Advises guests on potential trips to other Accor hotels. • Conducts visits of the hotel and points of sale. Gives feedback to the Sales department. Management and administration • Respects procedures governing invoicing and cash operations • Manages the cash under his/her responsibility •Ensure Front Office and Accounting colleagues are aware of special billing arrangements •Ensure all billing is correct and delivered the night prior to departure; schedule “check out” services with Guest Services team • May be asked to undertake administrative tasks as needed