Guest Service Agent at The Providence Hotel

• To be constantly aware of the room situation and to strive to obtain maximum occupancy.
• To have a complete understanding of the hotel's employee handbook and adhere to the regulations contained within.
• To respond to any changes as dictated by the industry, company or hotel.
• To attend to guests who approach the Front Desk, immediately, cordially, and with a smile.
• To attend to hotel guests in the procedure of registering, inquiries, key handling, message and all related matters.
• To register the guests promptly ensuring that they are provided with all the necessary information.
• To ensure the telephone is answered promptly and clearly, ensuring a courteous and friendly manner.
• To take room reservations effectively, efficiently as laid out on the proper reservation form.
• To keep the daily Log Book up to date.
• To monitor closely the issuance and return of hotel keys by maintaining Log Books.
• To ensure the running of all overnight reports are completed fully and correctly.
• Complete the Four Day Forecast, accurately, at the completion of the Night Audit Reports.
• To carry out all other duties to the standards and specifications laid out in the overnight shift manual.
• To inform Assistant Managers to welcome VIP
• To advise Team Leader - Front Office of any dubious billing matters instruction.
• To prepare the daily reports such as “Daily Special Rate List” Daily Up- Grade List”, “Daily No-Show Cancellation List”, VIP Amenity Voucher, Down time report and Hidden Remarks 
• To be aware of all hotel activities and the layout of the hotel.
• To extend a personal service to the guests, and assist them in all their requirements.
• To handle the guest mail, take telephone messages, and ensure that all telexes, mail and telephone messages are distributed promptly.
• To handle packages and periodically send unclaimed mail back to the sender.
• To issue keys to the guests, and assist the Front Desk in checking-in guests during busy hours
• To observe the guest services in the lobby and ensure that all areas are covered and kept clean.
• To provide the paging service.
• To handle both individual FIT guests, and group check-outs according standard procedure.
• To arrange guest bills into respective pockets and verify recurrences.
• To post all charges immediately to the guest folios.
• To maintain guest ledgers in a systematic manner to facilitate balancing by the night auditor.
• To immediately recognize VIP, and returning guests.
• To check the validity of travel agent vouchers.
• To maintain the Log Book, by recording any information and guest comments.
• To be responsible for all issued funds, foreign currencies and all collections.
• To adhere to the policy of soliciting guest feedback through the guest questionnaire on departure and forward on to GM Office for review and corrective action
• Monitoring all in house guests high balance accounts against the company’s credit policy and intimate supervisor on a daily basis for regular follow up
• To be part of the sales team to promote and sell the Loyalty Card for guest patronage and loyalty
• Handles on guests’ behalf any outgoing calls
• Completes management’s long-distance call vouchers and recording them on the traffic sheet.
• Records all personnel that are paged and advises accordingly
• Ensures a high level of product knowledge of the hotel and local areas
• Ensures the correct operation of the switchboard to affect the fast and efficient transferring of internal and external calls
• Takes messages for guests and management to the required standard
• Deals with any complaint, acting as appropriated and communicating this to the Supervisor
• Ensures all charge for calls are correct and posted accordingly
• Maintains an awareness of Sales Opportunities maximizing revenue
• Establishes, promotes and maintains good public relations while meeting or exceeding guest expectations

Others

• Language:    Fluent in English, multilingual ability preferred.
• Education: BA would be an advantage, High school diploma
• Experience: Several years’ experience in overall operation
• Computer knowledge: MS Office applications, Opera PMS and other software as required

Personal appearance:

• The uniform should be worn with pride and dignity.
• The uniform must be kept clean, tidy and well maintained. 

Any careless use, willfully or negligently, will be the sole responsibility of the employee, which will have to cover all expenses related to the repair/ replacement or additional cleaning outside the regular one.

The personal appearance according to the  Hotel standard must be adhered to at all times.