Guest Services Agents (GSA)s are the key point of contact for our guests. They are reliable, highly motivated and multi skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.
They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.
Your day-to-day:
Financial Returns
- To assist the Guest Services Leader (GSL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
- Handling Guest check out and billing in an efficient, friendly and hassle free manner.
People
- Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
- Participate in programs that drive improvements in team member engagement and are aligned with the ‘Make Every Interaction Count’ brand service behaviours.
Guest Experience
- Handle guests check-in and out
- Answer any guests enquires practically and simply in adherence to brand standards.
- Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
- Handle cashiering, payment and foreign currency exchange accurately.
- Reliably handle all special needs and requests of guests and repeat visitors.
- Demonstrate Brand Hearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
- Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
- Accurately Enter/Update Reservations
- Handle Telephone Enquires efficiently and effectively
- Perform in a self sufficient way in line with business requirements
- Responsible for Priority Club Rewards (PCR) Enrollment & Recognition
- Clean and Organize Guest Areas
- Updating constantly on local knowledge to improve the guest experience.
- Assist with duties at The Great Room Bar where required
