Guest Service Agent

2 days left

Location
Qatar
Salary
Competitive Salary
Posted
13 Nov 2016
Closes
11 Dec 2016
Sector
Hotel
Job Level
Non-Management

Job Description

To assist the Front Desk with processing all necessary data in the government system, to ensure that the hotel is in compliance with the government rules and regulations, and to carry out any other duties as requested by the Front Office Management.

• To be an ambassador of the Front Office and the hotel, in and outside the work place
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedures
• To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions
• To ensure that the privacy of the guests and the confidentiality of the information is respected
• To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
• To properly use the supplies, equipment and to ask for requisitions accordingly
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
• To call the supervisor or manager for advice in serious cases or if an approval is required
• To ensure a proper use of the telephone etiquette as per Sealine Beach Resort standards
• To always keep the working area clean and well maintained
• To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly
• To attend all guests approaching the Front Desk in the procedure of check in / check out, inquiries, key handling and all related matters, respecting the hotel standards and procedures
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities
• To be aware of and to report all guest comments or complaints
• To be aware of all VIPs visiting or staying in the hotel
• To maintain an accurate Guest History
• To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor
• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time
• To properly follow all CID and local government requirements concerning hotel guests and files
• To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected
• To do a proper cashier closer and to ensure a complete handover between the shifts
• To be aware of forged currency and travellers checks and to respect all the financial and audit procedures
• To check the departure lists and to ensure check out times are respected
• To monitor room status and discrepancies
• To properly use all the equipment and Opera Management system, to have a perfect knowledge of the set ups
• To strictly respect the room keys and section keys handover procedures
• To daily follow the checklists
• To assist in securing external guest accommodation should an overbooking occur
• To respect schedules, terms and deadlines as agreed with the Management
• To daily read the F/O logbook, to update it and to sign it
• To be aware of all hotel facilities operating timing and to promote the internal activities and events
• To up sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arise
• To be updated with the latest administrative, organizational, operational or other changes and news
• To be updated with the competitor’s offerings and rates
• To liaise closely with the Sales and Reservations on rate management
• To attend a daily briefing with the Front Office team to recapitulate tasks and activity
• To maintain an atmosphere of high morale and a happy working relationship among the team
• To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel department appearance standards.
• To provide friendly, courteous and professional service at all times
• To maintain good working relationships with all colleagues
• To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety
• To comply with local legislation as required
• To respond to any changes in the department as dictated by the needs of the hotel
• To provide friendly, courteous and professional service at all times
• To maintain good working relationships with all colleagues
• To read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules
• To ensure that Guests receive the attention and service at all time.
• To behave with other members of staff, managers and directors in a polite, honest and friendly way. regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety
• To comply with local legislation as required
• To respond to any changes in the department as dictated by the needs of the hotel
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service need
• To attend trainings and meetings as and when require

Requirements

Education:

• Secondary level or higher
• Preferable to have received training in:
o Customer Service
o Sales and upselling

Experience:
• At least 1 year experience in a similar position in hospitality industry
• Preferred luxury experience

Technical / functional competencies:
• Complete understanding and technical skills and knowledge in all aspect of Front Office.
• Thorough knowledge of the Front Office standards and procedures.
• Complete knowledge of all safety, security and fire safety measures in his department and the hotel as a whole.
Other skills:
• Fluent English, written and spoken
• Must be able to stand, walk, sit for long hours
• Be proficient in computers (MS Word, Excel, Power point)
• Knowledge of Opera PMS system is an added value