Front Office Guest Service Agent

  • Full Time
  • Page 1 Created with Sketch.

Job Description

Front Office Guest Service Agent (GSA)
• The Front Office Guest Service Agent (GSA) reports to the Front Office Manager and is accountable to him/her for the successful performance of the Front Office Department
• Create and sustain a work environment that embraces the company vision, mission and values and ensures fair, equitable treatment of all staff
• Focus on the brand essence – “A good night’s sleep means a good day’s work” in a Zero Harm environment through the (as yet to be defined) guest centric touch points
• Knowledgeable in the provisions and obligations of the Campus Operations Contract and related EDF/NNB Guidance documents
• Practiced in front office operations and procedures in accordance with the various agreements
• Works with a team of highly trained, friendly Front Office staff such that guests are consistently satisfied with the Front Office service
• Ensures that all team members are knowledgeable as to the requirements of the relevant S.O.Ps (Standard Operating Procedures), providing support to colleagues to maintain the defined standards
• Helps Team Managers and Team Leaders maintain the defined standards.
• Practiced in customer and employee relations, contributing to the successful running of the Campus, and the satisfaction of those who work in it, consistent with that success
• Working with colleagues at all levels to deliver a consistent level of quality service

Qualifications for the job:
• No experience is required for this role
• Excellent listening skills
• Follow/enforce company policies and procedures
• Assume responsibility and accountability
• Understand security requirements
• Create courteous, friendly, professional work environment
• Excellent communication skills
• Ability to prioritise and multitask effectively

Your entitlements:
You will belong to Job Level – to be defined
Your compensation and benefits are embodied in your employment contract

Position summary:
The Front Office GSA shares full responsibility with the Front Office Management team for maximising the long- term operating performance of the HOST campus.

Duties & responsibilities:
As Front Office GSA, your responsibilities will be as follows:
• Knowledge of all Reservations and Front Desk Policies & Procedures
• Reservations:
o Ensure the efficient engagement of all reservations inquiries
o Efficient handling of all correspondence
o Making and daily review of reservations
o Responsible for recording all Company/ Agent Rates both in system & correspondence files
o Follow up all tentative bookings and update reservation status
o Review no-shows & cancelled reservations & processes charges according to hotel policy
o Review room blocking for long stays, suites and special group requests
o When campus availability status is changed, bring this to the attention Front Office Manager for corresponding action
o Administer the HOST Property Management System
• Front Desk:
o Provide the most efficient checking-in and checking-out procedures for all guests, accommodating special requests whenever possible
o Assist in the pre-registration and blocking of rooms
o Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures
o Understand room status and room status tracking
o Know room locations, types of rooms available, and room rates
• Telephone
o Must have extensive training in operating the telephone system
o Ensure proper telephone manners are maintained at all times
o Required to communicate in above average English
o You will be responsible in using the wake-up call and billing system properly and efficiently
o Use the proper procedures in passing on messages to guests, management & campus departments
o Ensure that the switchboard is manned at all times
o Be fully aware of Fire and Emergency Procedures and ensure important telephone numbers such as police, fire brigade and hospitals are available for quick reference
o Must be able to memorize all telephone extension numbers
o Ensure that telephone is answered within 3 rings
• General:
o Review arrival report daily
o Coordinate room status updates with the housekeeping department
o Possess a working knowledge of the reservations system and be able to take same day reservations and future reservations
o Knowledge of campus and guest room facilities and services
o Read and initial the operational logs daily
o Cleary write in the daily ‘hand-over report’ for the benefit of the next shift
o Maintain clear and efficient communication and coordination with Housekeeping and other departments
o Maintain cordial relations with all clients
o Handle and resolve guest complaints proactively and in a timely manner
o Maintain a thorough understanding of HOSTs market positioning using competitive resources, adjusting strategy accordingly
o Supervise access to safety deposit boxes
o Know how to use all front office equipment
o Perform cashier related functions like posting charges to guest accounts, raising paid out’s and currency exchange
o Use proper mail, package, and message handling procedures
o Be aware of daily activities and meetings taking place in the HOST campuses
o Attend department meetings
o Report any unusual occurrences to the Duty Manager
o Know all safety and emergency procedures
o Maintain the cleanliness and neatness of the front desk area
• Perform any other operational task as required by the Front Office Management
• Key Result Areas and Common Standards of Performance for all managers in the following areas:
o Financial
o Asset Control
o Legal Compliance
o Sub-Contractors
o Staff Records Development & Training
o Team Briefing
o Innovation & Creativity
o Health & Safety
o Quality Control
o Environment
o Care of the Property
o Management Team Contributions/meetings
o Record keeping
o Walk the Job
o Assigned Projects

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