Front Office - Guest Service Agent

Job Description

• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure
• Process and confirm guest room reservations made by clients over the phone, letter or fax
• Maintain accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems
• Ensure guests are personally greeted by name, if known and escort to their room to make them feel expected and welcomed
• Conduct in room & hotel familiarization and assist guest in luggage handling and hotel activity enquiries / requests
• Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels

• Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls

• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries
• Give courtesy calls and complete the daily call log as per established guidelines
• Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings
• Can speak German 

 

Skills

Understanding the Job

Recognizing Differences

Customer Focus

Teamwork

Adaptability

Taking Responsibility