Guest Service Attendant

Job Description

Customer relations

Professional techniques / Production

Ensure that the guest service is excellent so that he/she will return to the hotel.
Update Guest history.
Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
Follow up on the guest requests and ensure it is done or offer alternative solution.
Own the problem, solve it and follow up, involve your supervisor when it is necessary.
Ensure that the service offered and the provisions provided to the guests are up to company standard.
Ensure that the service provided to the guests will win their loyalty to return to the company.
Provide wake-up calls as requested by the guests.
Inform the guest of all the conditions related to their stay in the hotel.
Forward any messages received for the guest.
Forward all relevant information to the other departments in the hotel.
Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels.
Perform miscellaneous job-related duties as assigned.

Commercial / Sales

Know the local environment of the hotel: city, culture, activities, exhibitions, shopping malls, and general information.

Management and administration

Ensure that the handing of a reservation for the hotel is done with complete professionalism.
Welcome the guests whether on the phone or in the hotel and ensure that the check-in and checkout procedures are very well handled.
Attend all the departmental briefing and training programs concerned.
Prepare lists of arrivals, departures, residents and VIPs.
Apply Policy and Procedure for cash handling as per Hotel regulation.
Apply Guest Credit Policy as per Hotel regulation.

Qualifications

University graduate / Hotel Management or related course.
At least 3 years experience in the same capacity preferrably in 4* or 5* Hotels.

Additional Information

Skills / Qualities

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