About this role
Position: Guest Service Agent
Department: Front Office/ Guest Relations
Reports to: Guest Relations Manager
_______________________________________________________________
PURPOSE OF POSITION
Handling all aspects of Guest service to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
Maintain exemplary department standards of behavior and appearance and attitudeTaking ownership of all requests coming directly from the guest or other colleagues/ manager regarding guests. Thorough follow up to be ensured to guarantee maximum guest satisfaction through guest recognition and prompt cordial attentionCoordinate with Concierge, Butler, Housekeeping and other departments regarding special guests’ requests and or preparations, as well as excursionsPromote Inter-Hotel sales and in-house facilitiesKnowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programsIs familiar with other Raffles properties so that resident indicating any next destination on the registration card can be “sold” an onward booking to another Raffles propertyEnsure good communication throughout the departments about guests and meet guests during their stay and follow up on issues/ complaintsHandle guest complaints and refer to them as necessary, follow up on corrective actionKeeping track of guest feedback and actions takenSend out pre-arrival emails and follow up on ongoing communication with guests and/ or travel agentsCheck arrival reports for the following days, special requests etc. and take action if necessaryLook up all guest profiles and create VIP profilesAmenity orders are to be done as part of the preparations for the next day’s arrivalsEnsure repeat guests and other VIPs receive special recognition and service prior arrival and during the stayEnsure all arrivals are checked and proper knowledge of packages, special requests etc.Inspect VIP rooms prior to arrivalEnsure all guest profiles are being updated during their stay with preferences, complaints etc.Greeting guests upon arrival, check-in and give a resort introduction before introducing the person responsible for the rooming.Meet guests upon departure and ensure that the residents depart the hotel with a positive impression of hotel serviceKeep communication with guests even after departure and send emails/ letters for special occasionsParticipate in regular briefings and operations meetingsParticipate in training that one has been nominated forRemain available for site visitsEnsure front desk work area is kept clean and in an orderly state at all timesAssist Guest Relations Manager to ensure departmental performance is productivePerform related duties and special projects assigned
PERSONAL ATTRIBUTES
Strong written and verbal communication skills in English and preferably one other languageAble to develop rapport with and gain support from Colleagues and Management staffAbility to work cohesively with co-workers as part of a teamAbility to focus attention on resident needs, remaining calm and courteous at all timesAbility to promote positive relations with all residents and patronsUnderstanding and ability to work in a multi-cultural environment
EXPERIENCE
Minimum 2 years Front Office/ Guest Relations experience preferably in a four or five star hotel