Guest service agent

Offer description

Ensure the smooth check in and checkout of guests and to maintain and exceed the Corinthia Hotel standards. Report any comments, VIP arrivals or departures and other issues as they occur throughout the day to the Front Office Manager, Assistant Front Office Manager and Lead Receptionist. To ensure that the standards of the division meet and exceed the quality standards set, up sell and cross selling at all times.

DUTIES AND RESPONSIBILITIES

·      Keeps abreast of newest trends and innovations in the hospitality industry.

·      Generally being alert for opportunities to improve the profitability of the department i.e. through controlling wastage and being responsible for the economy of all utilities and  resources.

·      Takes a proactive approach to the Reception activities, anticipating potential sales opportunities and any concerns that may arise.

·       Supports the hotel operation in times of demand.

·      Maintains effective communication within the department and ensure that the Front Office Manager, Assistant Front Office Manager and Lead Receptionist are kept well informed of any problems/queries that have arisen.

·      Reports any problems/complaints to the Front Office Manager, Assistant Front Office Manager and Front Office Supervisor.

·      Attends any department training sessions and/or meetings required.

·      Liaises with other departments to ensure good communication and offer support.

·      Is fully conversant with the Corinthia Employee Handbook and to ensure that they are adhered to.

·      Check in and checkout within the Hotel specific requirements

·      Ensures the night auditor role is filled in when indicated on the front office roster

·      Checks your roster daily to ensure you are aware of any possible shift changes

·      Co-ordinates all special telephone requirements for guests in meeting rooms and guest rooms at all times.

·      Greets and maintains an excellent working relationship with guests/clients and colleagues.

·      To be present and ready to commence at your allocated shift time

·      Accepts and record reservations and to check that all instructions have been carried out and entered into the computer correctly.

·      Checks and ensures all guest’s bills are charged correctly and posted into the respective folios correctly.

·      Conducts credit balance checks based on the high balance report and ensure guest account is at all times able to cover expenses via Debit/Credit Card, Cash or foreign currencies.

·      Checks through the handover diary, act on matters as necessary and communicate information to the rest of the team.

·      Works as per shift duties list, assisting where necessary. Ensure all work is completed at the end of the shift and that shift task list is filed appropriately.

·      Prints the hotels emergency report set, generated by the hotel system

·      Checks and balances the end of shift. To prepare your reconciliation for the night auditor and ensure a float check is undertaken by the Assistant Front Office Manager and or Lead Receptionist after each shift. To check and balance according to the CHI standard and record any positive or negative differences.

·       Ensures shift drop envelope is accurately complete as per CHI standard

·      Issues and logs guest details wishing to use the Safety Deposit Box as per the Front of House procedures.

·      Ensures key security policy is adhered at all times

·      Follows instructions given by the Lead receptionist in order that the daily tasks for the shift are completed at all times based on Front of House procedures. 

·      Check in and checkout clients follow up on traces.

·      Performs daily night audit as per task list

·      Ensures you are meeting Front Office objectives, in regards to up-selling, express check-out, guest history preferences etc.

·      Liaises with the Guest Relations Manager to ensure VIP allocations are made, amenities arranged and VIP guests met.

·      Ensure that guest history is well maintained and that every guest stay is linked to the correct client file.

·      Ensure that the hotel computer is maintained in good order and is correctly utilized and that all system maintenance is performed as necessary with regular backup tapes made.

·      Ensure daily arrival report is reviewed and that guest likes and dislikes are reflected in room allocation, room amenities.

CONFIDENTIALITY

·      Whist working for the Company there will be access to a wide variety of confidential information concerning the Company, guests and employees. 

·      It is vital that all such information remains confidential and must not be disclosed to anyone outside the Company, guests and employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details.

HEALTH & SAFETY

·      To be aware of and comply with safe working practices as stipulated by the Health and Safety Act and as applicable to your place of work. This will include the incumbent’s awareness of any specific hazards at the work place.

·      The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

·      To report any defects in the building, plant or equipment according to hotel procedure.

·      To ensure that any accidents to staff, guests or visitors are reported immediately in accordance with correct procedures.

·      To attend statutory Fire, Health & Safety training and to be fully conversant with and abide by all rules concerning:

§ Fire, Health and Safety

§ Regulations, such as COHSS in the European Union, related to the control of substances hazardous to health.

§ Risk Assessments for your department

§ Hotel Fire & Bomb Procedures

OTHER INFORMATION

·      As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

·      The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.