Front Office Guest Service Agent (GSA)

Job Description

Front Office Guest Service Agent (GSA)

  • The Front Office Guest Service Agent (GSA) reports to the Front Office Team Leader 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
  • Excellent safety and sanitation skills
  • Understand security requirements
  • Create courteous, friendly, professional work environment
  • Excellent communication skills

Your entitlements

Competitive Salary and benefits
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:
    • Ensure the efficient engagement of all reservations inquiries
    • Efficient handling of all correspondence
    • Review reservations booked daily
    • Responsible for recording all Company/ Agent Rates both in system & correspondence files
    • Follow up all tentative bookings and update reservation status
    • Review no-shows & cancelled reservations & processes charges according to hotel policy
    • Review room blocking for long stays, suites and special group requests
    • When campus availability status is changed, bring this to the attention Reservations Manager
      for corresponding action
    • Administer the HOST Reservations System
  • Front Desk:
    • Provide the most efficient checking-in and checking-out procedures for all guests,
      accommodating special requests whenever possible
    • Assist in the pre-registration and blocking of rooms
    • Thoroughly understand and adhere to proper credit, check- cashing, and cash handling
      policies and procedures
    • Understand room status and room status tracking
    • Know room locations, types of rooms available, and room rates
  • Telephone
    • Must have extensive training in operating the telephone system
    • Ensure proper telephone manners are maintained at all times
    • Required to communicate in above average English
    • You will be responsible in using the wake-up call and billing system properly and efficiently
    • Use the proper procedures in passing on messages to guests, management & campus
      departments
    • Ensure that the switchboard is manned at all times
    • 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
    • Must be able to memorize all telephone extension numbers
    • Ensure that telephone is answered within 3 rings
  • General:
    • Review arrival report daily
    • Coordinate room status updates with the housekeeping department
    • Possess a working knowledge of the reservations system and be able to take same day
      reservations and future reservations when necessary
    • Knowledge of campus and guest room facilities and services
    • Read and initial the pass-on log and bulletin board daily
    • Cleary write in the daily ‘hand-over report’ for the benefit of the next shift
    • Maintain clear and efficient communication and coordination with Housekeeping and other
      departments
    • Maintain cordial relations with all clients
    • Handle and resolve guest complaints proactively and in a timely manner
    • Maintain a thorough understanding of HOSTs market positioning using competitive resources,
      adjusting strategy accordingly
    • Supervise access to safety deposit boxes
    • Know how to use all front office equipment
    • Perform cashier related functions like posting charges to guest accounts, raising paid out’s
      and currency exchange
    • Use proper mail, package, and message handling procedures
    • Be aware of daily activities and meetings taking place in the HOST campuses
    • Attend department meetings
    • Report any unusual occurrences to the Duty Manager
    • Know all safety and emergency procedures
    • 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:

  • Financial
  • Asset Control
  • Legal Compliance
  • Sub-Contractors
  • Staff Records Development & Training
  • Team Briefing
  • Innovation & Creativity
  • Health & Safety
  • Quality Control
  • Environment
  • Care of the Property
  • Management Team Contributions/meetings
  • Record keeping
  • Walk the Job
  • Assigned Projects

Tagged as: Administration, Reception

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