Guest Service Agent | VOCO Hotels
Job Description
•Be fully conversant with all hotel facilities and services.
•To process check-in and check-out according to the hotel policies and procedures.
•To complete the guest’s registration form and ensure all details are accurately captured.
•Courteously and promptly handle all reservations enquiries on phone, emails, etc.
•Act on flags and special requests.
•Membership Enrolment to offered at any point of contact for non-member Guest.
•Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and all complaints registered in the logbook.
•Supervise the lobby area to ensure they are tidy at all times, including in house music. Report and follow up on any defects and technical faults in the public areas.
•Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.
•Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
•Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
•Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
•Makes morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and reports them to management.
•Actual selling of hotel facilities and special events.
•Answer queries on house facilities and places of tourist interest.
•Assure accountability for cash float issued.
•Maintain confidentiality with regard to guest’s personal information.
•Provide assistance to guests on all matters relating to their stay.
•Act on any complaint received.
•Be fully conversant with all hotel facilities and services.
•To process check-in and check-out according to the hotel policies and procedures.
•To complete the guest’s registration form and ensure all details are accurately captured.
•Courteously and promptly handle all reservations enquiries on phone, emails, etc.
•Act on flags and special requests.
•Membership Enrolment to offered at any point of contact for non-member Guest.
•Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and all complaints registered in the logbook.
•Supervise the lobby area to ensure they are tidy at all times, including in house music. Report and follow up on any defects and technical faults in the public areas.
•Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.
•Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
•Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
•Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
•Makes morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and reports them to management.
•Actual selling of hotel facilities and special events.
•Answer queries on house facilities and places of tourist interest.
•Assure accountability for cash float issued.
•Maintain confidentiality with regard to guest’s personal information.
•Provide assistance to guests on all matters relating to their stay.
•Act on any complaint received.
