Guest Service Agent

Job Description

The Guest Service Agent (GSA) is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards.

Duties & Responsibilities

• To provide an efficient and friendly service for all guests and visitors.
•  The up-keep and presentation of accounts, records and correspondence.
•  Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
• To ensure SOP for check-in and check-out are observed.
• To maintain eye contact and pleasant facial expression when attending to Guest.
• To ensure that guest feedback are well recorded in the handover diary.
• To ensure that proper follow up is done for all guest complains within 10mins
• Collect Guest feedback upon check-out
• To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business.
• Meet and greet all incoming and outgoing Guest.
• To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
• Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
• Take deposit/down payment from guests settling their bills directly upon arrival.
• Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters/ billing instructions.
• Filing of all guest chits from the various revenue centres correctly and clearing the room dockets for all checked out guests.
• Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts.
• Ensure day room charges have been posted in cases where manual posting is required.
• Ensure there is enough operational float (with enough change) at all times and the cash till is well secured.
• Merchandising and up selling the hotel, its USPs, and outlets. Ensure the right collateral is in place and well displayed.
• Ensures all guests are attended to at the front of house area.
• To be available to undertake any other duties assigned to you by the management. Be proactive and flexibility needed.
• Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard.

Qualifications

• Diploma in Hospitality Management or related field preferred.
• A minimum of 2 years’ experience within the Hotel Industry• Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
• Strong communication and interpersonal skills.
• Well-groomed, professional appearance with a warm, engaging personality.
• Ability to remain calm and efficient under pressure Personal Attributes:

Additional Information