Guest Service Agent

  • Mercure Miri City Centre
  • Mercure Miri City Centre, Jalan Merbau, Miri, Sarawak, Malaysia
  • Feb 03, 2023
Full time Front Office Deparment

Job Description

Front Office Operation

Assist guests with check in and checkout, as well as other cashiering duties
Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
Liaise closely with other relevant departments to ensure that guests requests and needs are met
Update and maintain repeat guest history system
Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
Handle guests’ complaints and comments tactfully and efficiently
Handling guests’ mails, messages, and answering of phone calls
Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
Be vigilant in regard to in-house credit matters and act upon any discrepancies
Alert Security or Duty Manager of suspicious looking person(s) / articles

Primary Responsibilities

Telephone Operator Operation

Process all incoming and outgoing calls accurately and courteously
Ensure smooth internal telecommunication as per Hotel Standards
Record and control wake-up calls accurately
Assist guests with international calls and directory queries. Address guests by name whenever possible
Bill call costs
Handle guests request promptly, report complaints and irregularities to the Front Office Manager or Duty Manager
Strictly abides by standards policies and procedure governing cases of emergency such as fire, bomb scare and other critical situations
Page staff member when requested
Abide by principles of guest privacy
Be aware of local telephone listings and frequently dialled numbers
Advise defects on switchboard equipment to Duty Manager
Maintain clean work environment

Other Responsibilities

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
Be fully conversant with hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Report for duty on time wearing clean and complete uniform at all times
Maintain a high standard of personal appearance and hygiene at all times
Perform other reasonable duties assigned by the Management of the Hotel