Guest Service Agent (GSA) at Bolton White Hotels & Apartments

Job Purpose

• Guest Service Agent role is to ensure that the guests receive the highest level of service from the moment of reservation till check-out.

Main Duties & Responsibilities

• To optimize the utilization of the Property Management System of the hotel (IDS Next, Vision) and to provide training to all Front Office employees.
• Abide by the Front Office Operations Manual
• Abide and ensure all guest are registered on the loyalty program through Rate Tiger.
• Follow the established reservations guidelines.
• Ensure superior guest satisfaction by encouraging guests to review the hotel on Trip Advisor and Guest RevU / Kepsla.
• To ensure that KPIs are met completely and on time.
• Ensure compliance with all health, safety, environmental and legislative requirements (HSE). An HSE booklet will be given to you.
• Attend to any other duties as may be assigned by management.

Reservation:
Follow the procedures below.

• Fill up the Reservation Slip Form with all the necessary information.
• Print email and LPOs.
• Input all details in IDS Next
• Generate confirmation letter through IDS Next and send to guest or booker.
• File all printed documents accordingly and send out the next day arrival documents to the Front Desk

Check-in:
Follow the procedures below:

• All rooms are allocated prior to arrival and guests’ requests and preferences are taken into consideration.
• Print arrivals list and pre-filled registration cards.
• Welcome guests as per the hotel’s Standards, request for the guest ID and present the registration card for the guest’s signature.
• Check, process payment and issue system generated receipt for guest account booking without payment.
• Check-in the guest in IDS Next and activate the room key card.
• Conduct follow up calls to ascertain comfort of the guest.

Express Checkout:
Follow the procedures below:

• Inform all guests upon arrival that express check-out is available.
• Process all outstanding guest bills for payment prior to checkout.
• Email a copy of the zero-balance invoice to the guest’s email address.
• Deliver a zero-balance invoice and a farewell note signed by the General Manager to the guest room prior to departure.