Guest Service Agent

3 weeks ago

Al Barsha, United Arab Emirates Grand Excelsior Hotels Full time

**Urgently Hiring**
- Listens attentively to Guest.
- Pulls registration card.
- Confirms guest’s address and other information such as length of stay by asking questions of guest.
- Verifies payment, obtains signature and confirms registration,
- Uses up-selling techniques to obtain higher revenue.
- Accepts cash for payment after obtaining identification from Guest, “no posts” the Account to ensure no outstanding balance.
- Becomes familiar with names of V.I.P., complimentary, and pre-registered guests at the start of each shift by reviewing report provided by Front office Management.
- Assists in pre-keying and pre-registering Guest Rooms.
- Treats each guest as an individual.
- Guest Service Agent selects a room within the specified room category.
- Guest Service Agent handles special Guest requests such as Rollaway, Cribs, Bed boards etc....
- Remains calm and pleasant when speaking with Guest; Guest is listened to attentively.
- Informs appropriate department of complaint.
- Informs F.O. Duty Manager of all complaints.
- Knows any special programs/packages/discounts, (Uses the Shift Supervisor as a reference source).
- Understands the various rates as applied to different room types and Packages.
- Asks the Guest if any additional information can be provided. Confirms all the information outlined in the modified reservation Guest service agent knows and can properly recite the Hotel Layout, Location, Hours of operation and capacities of all outlets and function rooms.
- Communicates correct information to the Guest relating to the Hotel departments, services, facilities, etc....
- Secures answers for all Guest Questions.
- Maintains an interest in Hotel events, promotions, Sales, etc....
- Handles Emergency situations common in the local area such as floods, earthquakes, Fire, etc....
- Handles or refers to the proper staff member in a situation involving a medical emergency.
- Guest service agent is completely familiar with all room types (including Suites and the Components and location of each).
- Knows the Rates of all room types for single, double occupancy, and rates at particular time of the year.
- Answers questions about either the Guest Room or rates.
- Guest Service Agent is able to professionally and smoothly referGuest to either the Operator or Concierge Desk for Messages,and if necessary the rationale of why Room numbers of Guestsare not give to callers.
- Guest service agent verifies the Guest is indeed registered.
- Guest service Agent makes every effort to assist the Guest.
- Collects all information needed to determine how to solve the Guest’s problem.
- Suggests the Guest contacts you if other problems, concerns, arise during their stay at the Hotel.
- Thanks the Guest for bringing the problem to your attention.

Ability to commute/relocate:

- Al Barsha: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Guest Service Agent: 2 years (preferred)

**Language**:

- Arabic (required)

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