Guest Experience Agent

1.1    Responsible for the smooth and efficient operation of the Front Desk counter and must have the system product of the Front Desk operations.

1.2    Act as a liaison officer between the guest and the Management. He/ She must have a general overall knowledge of the hotel and to be able to put into good use in the interest of the hotel.

2.1    Management Representative. 

2.2    To represent management in handling of room enquiries, compliments, complaints, etc.

2.3     Where all enquiries are handled immediately and to the satisfaction of the guest.

2.4     Where complaints are handled tactfully and resolved to the satisfaction of the guest.

2.5    Represents the Management in handling guest complaints/requests, concerning services     from all areas of operation and any final decision should be referred and confirmed by the department concerned.

2.6     All complaints and compliments are to be reported to the Guest Service Manager on duty and the Front Office Manager. 

2.7    Perform daily room assignment according to guest preference, arrival time etc. 

2.8    Contact the Assistant Manager when VIP guest arrive that are to be escorted to their room. 

2.9    Organize the delivery of guest mail and message as required. 

2.10    Carry out nightly bucket check so that all records are in order for the following day. 

2.11    Takes and processes reservations as and when the reservations department is busy. 

2.12    To represent the Management in the handling of emergency situations.

    Where all emergency procedures are known and practice regularly.

2.15    To assist guest on secretary job at the Business Centre. Such as meeting room arrangement, faxing, typing, internet access etc. 

2.16    To assist telephone operator when necessary in order to ensure the smooth and efficient operation of the telephone console.

2.17    Ensure that all incoming calls are attended to promptly.

2.18    To ensure the smooth and efficient operation of the Front Desk.

2.19    Ensure that each guest is treated courteously and promptly.

2.20    Ensure that the reception counter looks neat and tidy at all times.

2.21    Equips the Front Desk and Cashier at commencement of each shift with adequate stationary and forms. 

2.22    Ensure that the expected arrival rooms are correctly controlled in order not to turn away any genuine guests during full house situation.

2.23    Ensure that the text messages keyed in correctly. 

2.24    Ensure that all room keys back of the house keys are accounted for. 

2.25    Any missing key must be reported and action immediately.

2.26    Ensure that all equipment and properties of the Front Office are accounted for. To inform the Guest Service Manager of any discrepancies.

2.27    Work closely and communicate with all section heads.

Preferred Knowledge/Qualification/ Experience

3.1    Fresh graduate or 1 year experience in a similar role. 

3.2    Knowledge of IFCA would be an advantage.