Guest Service Agent

Company description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartistu00ae and let your heart guide you in this world where life beats faster.

Job description

Planning & organizing:

Review and update logbook

Check equipment

Be smart, well groomed and maintain a friendly and cheerful disposition at all times

Oversee the day to day operations

Report regularly on happenings to supervisors / night manager (if on shift)

Monitor employees performance / coaching

Fire procedure

First aid procedures

Handle guest complaints and report to manager

Implement and coordinate the front office OSM

Perform as per OSM standards and in line with the companyu2019s values and core behaviour

Be fully aware of the talk of the walk for the day

Proper grooming at all times

Attend training classes as per schedule

Show fullest cooperation and respect within the team and other departments

Ensure all are aware of the daily activities and have product knowledge of the hotel facilities

Ensure panic report is printed during the shift at least twice

Operations:

Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests

Register and process check-in for all arrivals

Update and check guest information into the computer after a complete check-in

Accountable for cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guestsu2019 departure

Handle walk-in counter reservations at all times and process call-in reservations when room reservations section is closed

Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times

Resolve guests complaints / requests and liaise with the department concerned to ensure immediate follow up; report it immediately to supervisors

Handle issuance of guest room key cards and ensure effective control for guest security

Check and convey messages to guests

Assist at the information counter, foreign exchange, night audit and the business centre, as and when assigned

Check the paymaster and assist supervisors to have no paymasters pending

Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day

Check hotel situation, occupancy, functions, groups, MIPs / VIPs & RIPs

File daily reception report and documents systematically

Print panic report at least twice a shift

Attend briefings; take notes and action with appreciated follow up

Focus on the guests, maintain eye contact and ensure all guests at the desk are acknowledged

At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations

Coordinate and share information with the front office, housekeeping, F&B and especially with the general manager regarding MIPs and VIPs

Be familiar with all related company documentation and especially with the relevant operational standards manual for his/her field of responsibility

Maintain perfect grooming at all times

Drive upselling

Carry out any other reasonable task (which may not be stated here) as requested

Core behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Mu00f6venpick Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.

Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.

Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.

Entrepreneurship: We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.

Mu00f6venpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

I commit to the above requirements of my position and will strive to demonstrate our values and core behaviours in my daily work and confirm I am able to perform the essential function of the role as identified.

Additional information

Our commitment to diversity & inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.