Guest Service Agent
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Key skills for this role
About the Role
IHG in Doha is hiring a Guest Service Agent to handle check-in/check-out, reservations, and guest inquiries. The role requires knowledge of hotel operations and cashiering procedures.
Key Skills for This Role
Responsibilities
- Process check in and check out according to hotel policies and procedures
- Handle reservations enquiries on phone and email
- Supervise lobby area to ensure tidiness and report defects
- Maintain cash float and reconcile daily
Requirements
- High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any formal hospitality qualifications, desirable
- Thorough knowledge of operations, cashiering and telephone policies and procedures
Full Job Posting
Your day to day
- Be fully conversant with all hotel facilities and services.
- Process check in and check out according to hotel policies and procedures.
- Complete guest registration form and ensure all details are accurately captured.
- Courteously and promptly handle all reservations enquiries on phone, emails, etc.
- Act on flags and special requests.
- Membership Enrolment to offered at any point of contact for non member Guest.
- Ensure all guest complaints are dealt with immediately and followed up.
- Supervise the lobby area to ensure they are tidy at all times.
- Maintain detailed awareness of arrivals, accommodation requirements, special needs and expected departures.
- Follow up VIP reservations and issue VIP amenities.
- Prepare all records connected with pre registration for VIP, extended stays and repeat guests.
- Makes morning/evening rounds in the hotel to know of any positive or negative feedback.
What we need from you
- Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
- Prepare room discrepancy report and ensure double checking with housekeeping.
- Communicate all departures to housekeeping promptly.
- Ensure that all irregularities are reported to immediate supervisor.
- Report Metal & Master keys not retrieved or lost to Front Office Manager.
- Ensure hotel’s credit and payment policy is adhered at all times.
- Maintain cash float & reconcile daily.
- Follow up payment of in house accounts.
- Oversee work performance of new GSAs when it comes to posting, audit and cash balance reporting.
- Help train new hires on the job trainees and cross trainees in the front office department.
- Communicate effectively with all other departments.
- Attend meetings, training sessions and any other required meeting or training session.
Personal Characteristic
- High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable.
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