Guest Service Agent/ Nhân viên lễ tân

• Operate reception desk to ensure brand standards and procedures are followed
• Smiles and greets all guests immediately in a gracious and professional manner, handles all guest questions and problems promptly.
• Register all guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Handle the processing of the guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Be completely knowledgeable of room types, sales types, guest types, VIP codes and room rates. Maintain an excellent knowledge of room layouts and features.
• Coordinate with bellmen for the delivery and collection of guest’s luggage on their arrival and departure.
• Up sell Hotel product with a view to maximizing revenue and average rate
• Check rooms blocked for all VIP’s prior to their arrival and make sure all amenities are in place. Liaise and inform department heads concern of any VIPs arriving at the Hotel.
• Understands and complies with loss prevention policies and procedures.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity.
• keeps abreast with the latest developments in the hotel and reviews and updates it.
• Equally responsible for maintaining the health and safety regulations and makes sure that the interior as well as the surroundings of the hotel are clean and maintained in a good condition.

Create 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality.

Adhere to hotel policies and procedures:

• Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
• Communicate effectively with guests, co-workers and the manager.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintain a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
• At all times projects a favourable image of the Hotel to the public.
• Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
• Attends work on time as scheduled.
• Follows safety and security rules and procedures.