Job Details
Skills And Tools:
Job Description
Job Summary:
The Senior Guest Service Agent is a vital member of the hospitality department, responsible for providing exceptional service to guests and ensuring their overall satisfaction during their stay. This role requires excellent interpersonal skills, attention to detail, and the ability to handle various guest requests and inquiries efficiently and professionally. The Guest Service Agent plays a crucial role in creating a positive and memorable experience for all guests.
Key Responsibilities:
Support the guest service agents with their tasks in case of the manager absence.
Greet and welcome guests upon their arrival, providing a warm and friendly reception.
Check guests in and out of the property, ensuring accurate and efficient processing of all necessary paperwork and payments.
Assist guests with their luggage and escort them to their rooms, ensuring they are comfortable and familiar with the hotel's facilities and services.
Respond promptly to guest inquiries, requests, and complaints, providing accurate information and appropriate solutions in a courteous and professional manner.
Maintain a thorough knowledge of the hotel's services, amenities, and local attractions to assist guests in making informed decisions and recommendations.
Coordinate and communicate with other hotel departments to fulfill guest requests, such as room service, housekeeping, and maintenance.
Process reservations and cancellations, ensuring accuracy and adherence to hotel policies and procedures.
Handle cash and credit card transactions accurately and securely, following proper accounting procedures.
Maintain the confidentiality and security of guest information and ensure compliance with data protection regulations.
Assist with administrative tasks, including filing, record keeping, and maintaining guest accounts.
Monitor and respond to guest feedback and reviews on various platforms, striving to resolve any issues and enhance guest satisfaction.
Collaborate with the concierge to provide information and assistance with travel arrangements, transportation, and local attractions.
Maintain a neat and organized front desk area, ensuring supplies are well-stocked and equipment is in working order.
Attend training sessions and meetings to stay updated on hotel policies, procedures, and services.
Uphold the hotel's standards of quality and professionalism while delivering exceptional customer service.
Job Requirements
Qualifications and Skills:
Bachelor degree, additional education in hospitality or a related field is a plus.
Minimum 3 years of proven experience in a guest service or customer-facing role in the hospitality field.
Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with guests.
Ability to remain calm and composed in a fast-paced, high-pressure environment.
Strong problem-solving abilities and the capacity to handle difficult situations with diplomacy and tact.
Exceptional organizational and multitasking skills, with the ability to prioritize tasks effectively.
Proficiency in using computer systems, including hotel management software, reservation systems, and Microsoft Office Suite.
Attention to detail and accuracy in handling financial transactions and maintaining records.
Flexibility to work in shifts, including evenings, weekends, and holidays.
Knowledge of local attractions, restaurants, and transportation options is advantageous.
