Guest Service Agent - Front Office

Knowledge unique to this position

• Regularly review room availability situations together with Housekeeping.
• Monitor room type booking levels and ensure the appropriate allocation of rooms for arrivals as well as communicating on room upgrades to the reception team.
• Ensure optimum occupancy and average rate for the purpose of maximizing revenues.
• Record and hand over to Housekeeping or Security any lost or found items.
• Perform night audit duties as required by the Policy and Procedures
• Report any faults or system problems to the IT Department and to follow up where necessary.
• Report any faults or issues guests have risen to the Duty Manager or relevant departments.
• Ensure guest privacy and security, respecting confidential information.
• To be fully conversant with all front office departmental procedures.
• To follow through the Night GSA task list of procedures.
• Monitor front desk activities with regards to rebates, refunds, currency exchange, paid outs, billing instructions, discounted rates in compliance with hotel policy.
• Carry out all duties relating to correct billing of revenues, cash control, float balances and credit balances of guests in-house
• To be familiar with hotels guest key systems and procedures.
• To be fully conversant in the local language.

KEY RESPONSIBILITIES

TEAM PLAYER

Rapport Building

• Perform any related security duties as required overnight.
• Establish and monitor effective employee relations.
• Liaise with maintenance and housekeeping on all matters that may concern them.

Sensitivity

• Support the Duty Manager to book-out situations.

STAFF DEVELOPER

Coaching

• To assist in the training of colleagues ensuring that they have the necessary skills to perform their duties with maximum efficiency and productivity.
• Ensure that the highest standards of personal hygiene are maintained.
• Be familiar with Fire, Emergency and Bomb evacuation procedures.

Communicator

• Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department.
• To be fully conversant with all departmental fire, emergency and bomb procedures and serve as the liaison point in case of emergencies.
• Ensure that all potential and real hazards are reported immediately and rectified.
• Attend meetings as required.
• Be informed of all relevant matters at all times enabling them to take correct action where necessary.
• Conduct handover briefings to ensure smooth flow of communication between shifts.

Management

• Be on duty as scheduled.
• Ensure all access to the hotel is secure as required by hotel policy and procedure.

Managing Change

• Ensure new SOPs, standards and processes are communicated and followed through on a daily basis
• To assist with the smooth training of all Starwood Initiatives within the time frames required.

Innovation

• Perform any related duties and special projects as designated.

INDIVIDUAL / PERSONAL

Service Career Orientation

This role would be a good step for an individual who has an interest and passion in working within the Hospitality Industry, and wants to gain further knowledge and awareness of the Front Desk. The ideal candidate would be proactive, extroverted and have a proven track record in working in a guest focused environment.

PERSONAL IMPACT

Political Acumen

• Ensure professional working relationship with all departments of the hotel as main contact person for the daily operation of the Front Office department

Quality Awareness

• Ensure that guests receive prompt cordial attention and personal recognition.
• Ensure that you are groomed as specified
• To be fully aware of all functions taking place in the hotel at any given time while on duty and to assist with show rounds.
• To be fully aware and cognizant of the style of the hotel and report immediately any faults, defects to the relevant departments.

Customer Contact

• Be familiar with all in-house VIP’s, regular and long stay guests.
• Handle promptly and courteously all guest comments, complaints, requests or inquiries, by assuring appropriate action is taken or delegate until guest satisfaction has been met and exceeded.
• Create and maintain a personal and respectful rapport with regular guests