Guest Service Agent

To be an ambassador of the Front Office and of the hotel, in and outside the work place. 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 manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it. To be aware of and to report all guest comments or complaints. To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor. 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 Opera management system, to have a perfect knowledge of the set ups.. 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 offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service. To personally greet and escort the guests rather than pointing out directions. To respect the privacy of the guests and the confidentiality of the information. To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it. To call the supervisor or manager for advice in serious cases or if an approval is required. To be aware of all VIPs visiting or staying in the hotel. To maintain an accurate Guest History and to pre-register all recurring guests. To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Supervisor. 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 Opera management system, to have a perfect knowledge of the set ups.