Guest Service Agent
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Key skills for this role
About the Role
IHG Hotels & Resorts is seeking a Guest Service Agent for the InterContinental Doha Beach & Spa. You will handle check-in/out, reservations, guest inquiries, and ensure a smooth front desk experience.
Key Skills for This Role
Responsibilities
- Be fully conversant with all hotel facilities and services.
- Process check in and check out according to hotel policies and procedures.
- Complete guest registration forms and ensure all details are accurately captured.
- Courteously and promptly handle all reservations enquiries on phone, emails, etc.
- Act on flags and special requests.
- Ensure all guest complaints are dealt with immediately and followed up according to procedures.
- Supervise the lobby area to ensure it is tidy at all times, including in house music.
- Maintain detailed awareness of arrivals, accommodation requirements, special needs, and expected departures.
- Follow up VIP reservations and issue VIP amenities and other special service requests.
- Assist in training new hires and cross trainees in the front office department.
Requirements
- Previous hotel front desk experience
- High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any formal hospitality qualifications, desirable
- Competent Word, Excel, PowerPoint and hotel PMS
- Competent Oral and Written English Communication Skills
- Strong organisational and work co ordinating skills to handle multiple assignments and projects
- Able to work under pressure and on shift schedule
Full Job Posting
Your Day to Day
- Be fully conversant with all hotel facilities and services.
- To process check in and check out according to the hotel policies and procedures.
- To complete the guest’s 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, then followed up according to the procedures and all complaints registered in the logbook.
- Supervise the lobby area to ensure they are tidy at all times, including in house music. Report and follow up on any defects and technical faults in the public areas.
- Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.
- Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
- Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
- Prepare all records connected with pre registration for VIP, extended stays and repeat guests.
What We Need From You RESPONSIBLE BUSINESS
- Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
- Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.
- Communicate all departures to housekeeping promptly
- Ensure that all irregularities are reported to your immediate supervisor.
- Report Metal & Master keys not retrieved or lost to Front Office Manager
FINANCIAL RETURN
- To ensure that the hotel’s credit and payment policy is adhered at all times.
- Maintain cash float & reconcile daily
- Follow up payment of in house accounts.
PEOPLE
- Oversee work performance of new GSAs when it comes to posting, audit and cash balance reporting.
- Help train new hires on the job trainees (On the Job Training) and cross trainees in the front office department.
GENERAL
- Communicate effectively with all other departments.
- Attend meetings, training sessions and any other required meeting or training session.
- Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
- Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
- All client requests are acted on and in accordance with service standards.
- Maintains a professional and organised work environment
- Guest satisfaction feedback.
- Accuracy of work, cash handling and financial.
- Personal presentation and commitment to the company's core values.
PERSONAL CHARACTERISTIC
- Education: High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable
- Experience: Previous hotel front desk experience
- Technical/ Skills: Competent Word, Excel, PowerPoint and hotel PMS; Competent Oral and Written English Communication Skills; Strong organisational and work co ordinating skills to handle multiple assignments and projects
- Personal Attributes: ‘Can do’ attitude and a high level of energy; Self motivated and able to manage with strong initiative; Professionally groomed; Able to work under pressure and on shift schedule; Adaptable to change
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