Nhân viên lễ tân / Guest Service Agent

Duties and Responsibilities:

1. To arrive at work on time in the uniform provided, ensuring a neat and tidy appearance, according to the employee handbook.

2. To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets/promotions, spa, fitness center and etc.

3. To develop a close and harmonious working relationship with housekeeping and all hotel departments.

4. Attend training and meetings as required.

5. To anticipate guest needs and handle guest inquiries in a helpful and attentive manner.

6. Have a complete knowledge of hotel policies and procedures.

7. Report health, safety, and security hazards to the assistant manager-front office, and/or manager on duty.

8. Ensure front desk is clean and tidy at all times.

9. To perform check-in, check-out and cashiering for hotel guests.

10. Suggest alternatives to meet customer needs in terms of product features and benefits.

11. Offer information and services where appropriate.

12. Thank customers and invite our guests to return.

13. Monitor daily arrivals ensuring all requests are carried out wherever possible and all realistic expectations are met and ensure all reservations are honored.

14. Complete all shift duties as outlined on shift check list prior to the end of shift.

15. Handle reservation calls after hours, ensuring guest needs are met, in a helpful efficient manner, input into the system as per procedure.

16. Ensure credit policy is adhered to at all times, any variance reported to the manager on duty immediately.

17. Ensure float is maintained at a constant level as issued by accounting department.

18. Carry out requests as directed by hotel management.

19. Issue safety deposit boxes to hotel guests ensuring access and release forms are completed per hotel procedures.

20. Receive, handle and relaying of messages, mail, voice mail and faxes in an efficient, timely manner as per hotel policy.