Guest Service Agent
Pan Pacific Ningbo
Assist guests efficiently, courteously and professionally in all Reception related matters. Maintain a high standard of service and quality delivery at all times; when answering telephones, registering guests, assigning rooms, checking out guests and assisting in different requests.
-Report to work in good time before commencement of shift
-Develop a thorough knowledge of room locations, room types, rates, discounts, hotel facilities and their hours of operation, special promotions etc
-Go through relevant information about arrivals during shift; VIP, regular guests, groups, etc. Room situation and functions
-Answer all telephone calls in a courteous and efficient manner
-Greet arriving guests with a smile and eye contact using the guest’s name.
-Responsible for obtaining proper payment details and other registration information from the guest
-Assign adequate room as per reservation and request from guest
-Prepare key wallet, with room number, rate and departure date. Explain use of elevators and room key and wish a pleasant stay
-Enter the guest-details in the guest profile in the computer, with any special requests when applicable
-Files the registration card under the room-number in the in-house rack
-Handle safe-deposit boxes in accordance with hotel procedures
-Handle foreign currency exchange
-Update the Front Desk Log Book, in which all essential information and of importance to all shifts is recorded
-Resolve guest complaints, without involving Supervisor if possible. When needed, refer the matter to the Supervisor or Guest Service Manager
-Report on complaints and/ or comments to Management
-Maintain good working relations with Housekeeping; promptly inform about early departures, early arrivals, extended stays, late check-outs, room-moves, special requests etc
-Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted upon
-Handle check-out according to hotel procedure, to ensure correct payment. Know and understand the importance of correct procedures regarding cash payment, credit cards, cheques, foreign currency and billing
-Inquire if the guest had a pleasant stay. Note down any comments and feedback for Management’s information
-Handle reservations when Reservation Office is closed. Obtains name, arrival date, departure date, payment method, preferred room-type and contact telephone-number
-Maintain the Reception area and back office clean and tidy
-Perform and other duties assigned by the Reception Manager or Senior Management.
-Adhere to the hotel’s security and emergency policies and procedures
-Demonstrate professional attitude and behaviour at all times
-Good knowledge and very familiar with Front Desk operation
-Good knowledge of corporate program (Loyalty Program, all promotion and packages, etc)
-Good knowledge of front office computer system (Opera)
-Good knowledge of finance and credit policy
-Good English language skill
-Good communication skill
-University degree in hospitality or related subjects preferred
-Positive attitude under pressure
-Other foreign language ability
-Always willing to learn, willing to help
How to Apply
Interested applicants should email the Human Capital and Development Manager at email@example.com
and include a detailed resume, as well as details of current and expected salary.
We apologise that only shortlisted candidates will be notified.