Guest Service Assistant

The Guest Service Assistant is responsible for a smooth check-in, provides efficient and friendly service throughout the guests’ stay and ensuring a high standard of customer service.

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

• To ensure materials is in place for Reservation, arrivals, in house stay, request, and departure
• To organize guest’s reservation, arrivals, requests, in house stay, and departures.
• To follow up on guests issues.
• To ensure all customers’ requests are handle quickly and effectively
• Check registration cards to ensure that all details necessary have been recorded.
• Update all existing and new guests’ history files as and when new information arrives.
• Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc., and inform all the relevant departments for subsequent action
• To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensure all rooms are assigned two days in advance to guest arrival.
• To organize on a weekly basis the invitation for the Management cocktail.
• To participate in all hotels visit when required
• To coordinate with housekeeping, front desk and villas the visit for the day. As well as all other departments that might involve.
• To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field.

Experience:

• A minimum of 1 year of experience in hotel industry.
• Proven experience working in a top luxury resorts.

Technical skills:

• Telephone Skills
• Verbal Communication
• Professionalism
• Customer Focus
• Excellent organizational skills
• Multitasking and time-management skills,
• Fluency in English and another language, written and verbal communication.
• Knowledge of a third language is a plus.