Guest Service Agent - Hindi Speaking

AREAS OF RESPONSIBILITY

Guest Experience and Front Office

§  Greet, meet, escort guests and offer general information. Oversee the Lobby area, be present and pro-actively approach guests, especially if they have difficulties with communication (language barrier).

§  Accommodate the requests and needs of all guests. The Guest Experience Agent is required to greet and help check-in guests, make recommendations, advise and upsell rooms and related services, assist in checking-out and farewell guests, especially Hindi-speakers, VIP guests and Radisson Rewards members.

§  GEA is required to conduct their duties in a courteous and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained at all times.

§  On the day of arrival, ensure all special requests are followed up (special room decorations, extra bed etc.)

§  Check transportation arrangements of arriving guests, especially VIPs, ensure the rooms are ready upon guest arrival and stand by to welcome.

§  Follow up with guests’ pre-arrival communication, via emails or phone calls, make sure queries are answered, and required arrangements are made.

§  Welcome guests during check-in and give a fond farewell upon checkout. Help other team members communicate with Hindi-speaking guests.

§  Ensure that all check-in and check-out procedures are handled smoothly without unnecessary delays.

§  Have up-to-date information on daily room occupancy, arrivals and departures.

§  Provide hands on support to Front Desk and Concierge teams, including translation to and from Hindi.

§  Communicate product knowledge and company philosophy to visitors and guests.

§  Keep abreast with Resort’s product knowledge, daily activities, functions and special events, motivating guests to utilise the facilities and services.

§  Maintain regular contacts with guests. Obtain guest feedback. In an event of a complaint, take immediate actions to come up with solutions.

§  Maintain guest folios in the manner instructed and enter useful information about guest preferences and background.

§  Record daily activities and complaints and inform the respective department heads.

§  Prepare and coordinate the distribution of guest amenities, welcome letters and special set-ups for VIPs.

§  Inspect VIP rooms and make sure amenities are in good order prior to guests’ arrival.

§  Escort VIP guests to their allocated rooms and introduce facilities and room features.

§  Invite guest to join Radisson Rewards and introduce the benefits.

§  Perform basic cashier activities as and when required.

§  Help ensure security of cash drawer and accuracy with personal cashiering, when working at the Front Desk area.

§  Communicate effectively with Guest Service & Concierge on guest needs and schedules.

§  Ensure work area is kept neat and tidy.

§  Possess sound knowledge of Food & Beverage offerings and tasks to be able to assist with guests’ encounters, when necessary

§  Maintain informative handover to the GSA and other GE team members, ensuring that all relevant information is passed on clearly.

General

Create 100% guest satisfaction by providing the “Yes I Can!” experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.

§  Give personal attention, take personal responsibility and apply teamwork when providing guest service.

§  Listen with empathy, find solutions and follow through when resolving guest’s problems.

§  Assume responsibility to notice when the guest is not satisfied and use best judgment as to when it is appropriate to provide service recovery.

§  Perform other duties required to provide the Radisson Blu brand behaviours and genuine hospitality.

§  Adhere to all hotel policies and procedures.

§  Keep GE Supervisor/Manager & Duty Manager promptly and fully aware of all problems or unusual matters of significance.

§  Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position.

§  Maintain a favourable working relationship with all hotel employees.