Guest Experience Agent

Welcomes guests in a friendly and professional manner, presents them with a cold towel and offers them a drink, and accompanies them to their room.

Job Description and Specification

        Customer Service:

• Actively participates in the provision of excellent service to guests.
• Welcomes guests in a friendly and professional manner, presents them with a cold towel and offers them a drink, and accompanies them to their room.
• Meets guests upon their departure.
• Provides any necessary assistance to guests with special needs.
• Interacts with guests on a daily basis, listens to their requests and feedback during their stay and takes initiative to achieve service excellence.
• Handles customer complaints efficiently through appropriate interaction and/or referral to the Guest Relations Manager.
• Logbook Updating.
• Updates the daily attendance book to control punctuality, absenteeism, overtime and casual labor, in order to make sure that his/her IN and OUT duty time have been recorded.
• Promotion and Direct Up-selling.
• Promotes F&B outlets, events and theme nights, according to targets set by management.
• Promotes the various facilities and services of the Hotel, according to targets set by management.
• SOP Compliance and Quality Assurance.
• Carries out all delegated duties in accordance with the Hotel’s standards and checklists, and with Management instructions.
• Assists the Guest Relations Manager and Guest Relations Supervisor in implementing all SOP(s) and monitoring their professional execution.
• Complies with grooming and hygiene, and with safety regulations and procedures as well as SOP(s) at all times.

Team Management:

• Passes-on messages and information to colleagues during briefing sessions.
• Front Office Operations.
• Offers effective assistance to guests during their stay at the Hotel.
• Administrative Support.
• Updates the guest history file as requested.
• Prepares the daily events of the Hotel.
• Assists the Guest Relations Manager and/or the Guest Relations Supervisor with the production of various documents.
• Prepares registration cards for arriving guests as required.