Guest Service Agent

Duties and Responsibilities:
* Ensures incoming guests are given the highest possible personal service.
* Maintains effective communication with all related departments to ensure smooth service delivery.
* Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure.
* Greets guests on their arrival ensuring they feel expected and welcome.
* Ensures the guest receives the accommodation he/she is expecting.
* Maintains an up to date knowledge of hotel and local services and supply information respond to guest queries.
* Deals swiftly, efficiently and sensitively to guest complaints and follows through.
* Maintains awareness of guest profile through the Opera guest history.
* Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate posting of food and beverage and ancillary charges.
* Receives payments by cash, cheque, credit card or account, adhering to the company Credit Policy at all times.
* Accurately administers Front Desk Clerical systems and procedures.
* Provides currency exchange services.
* Balances accounts of day business at end of shift.
* Comply with all laid down systems and procedures.
* Records all instances of refused business, with reasons of refusal.
* Ensures that all bills closed on shift are checked and are closed correctly to the required standard and policy.
* To regularly check the reception is organized and operating an efficient standard and checklists are completed and forwarded to supervisors.
Promotes the hotels outlets and special events at all times.
* Maintains an awareness of competitor rates and occupancy levels.
* Maintains an awareness of rates levels to be sold on a daily basis and occupancy levels.