Guest Service Agent

Can you be our guests’ superhero? Is guest service your ultimate passion? Then why not come and join us at the Radisson Hotel Group to Make Every Moment Matter! where our guests can relax and enjoy the experience!

Our first class Front Office Team is the heart of the house, providing a warm welcome and happy smile and where we strive to deliver a hospitality experience that is beyond expectation - creating memorable moments for our guests.

As Guest Service Agent, you will join a team that is passionate about delivering exceptional service where we believe that anything is possible, whilst having fun in all that we do!

Interested then why not say Yes I Can! as we are looking for passionate people just like you!

POSITION PURPOSE

·         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 guest’s questions and resolve guest’s problems, contributes to the building of a strong social community which keeps our guests connected.

·         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 ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.

·         To properly use the supplies, equipment and to ask for requisitions accordingly.

·         To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.

·         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.

·         To maintain an accurate Guest History.

·         To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager.

·         To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.

·         To do a proper cashier closer and to ensure a complete handover between the shifts.

·         To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.

·         To check the departure lists and to ensure check out times are respected.

·         To monitor room status and discrepancies.

·         To properly use all the equipment and EMMA system, to have a perfect knowledge of the set ups.

·         To strictly respect the room keys and section keys handover procedures.

·         To daily follow the checklists.

·         To assist in securing external guest accommodation should an overbooking occur.

·         To respect schedules, terms and deadlines as agreed with the Management.

·         To daily read the F/O logbook, to update it and to sign it.

·         To be aware of all hotel facilities operating timing and to promote the internal activities and events.

·         To up sell Rooms and other facilities whenever opportunities arise.

·         To be updated with the latest administrative, organizational, operational or other changes and news.

·         To be updated with the competitor’s offerings and rates.

·         To liaise closely with the Sales and Reservations on rate management.

·         To attend a daily briefing with the Front Office team to recapitulate tasks and activity.

·         To maintain an atmosphere of high morale and a happy working relationship among the team.

·         Report suspicious characters or suspect packages.

·         To report for duty punctually wearing the correct uniform and name tag.

·         To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.

·         To provide friendly, courteous and professional service at all times.

·         To maintain good working relationships with all colleagues.

·         To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.

·         To attend trainings and meetings as and when required.

Education

·         High school or equivalent education required

Experience      

·         At least 2 years of experience within the hospitality industry as Guest Service Agent

Key Competencies

·         Communication skills

·         Organisational skills

·         Information system knowledge

·         Guest focus

·         Problem solving skills

Other skills (Language, Computers)

·         Must be able to speak, read, write and understand English and preferably another language like Russian, German, Spanish etc.

·         Good computer skills