To provide a warm, uncompromising and bespoke arrival experience 24 hours a day, 7 days a week. Creating an uncompromising first impression is paramount to an experience beyond our guests expectation.
To perform check-in and check-out, welcome guests to the hotel, being attentive and anticipate guest needs, answer guests questions and resolve guests problems, contributes to the building of a strong social community which keeps our guests connected.
Main Responsibilities
To be an ambassador of the Front Office and the hotel, in and outside the work place.
To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions.
To ensure that the privacy of the guests and the confidentiality of the information is respected.
To call the Duty Manager, AFOM or FOM for advice in serious cases or if an approval is required.
To ensure a proper use of the telephone etiquette as per standards.
To always keep the working area clean and well maintained.
To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
To attend all guests approaching the Front Desk in the procedure of check in / check out, inquiries, key handling and all related matters, respecting the hotel standards and procedures.
To share daily activity highlights with the manager including internal and external guest opportunities.
To be aware of and to report all guest comments or complaints.
To be aware of all VIPs visiting or staying in the hotel.
Profile Required
Education
High school or equivalent education required.
experience
At least 1 years of experience within the hospitality industry as Guest Service Agent.