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GENERAL MISSION
- To report directly to the Duty Manager, the Guest Services Agent is directly responsible for the day to day operations of the Concierge Counter whilst on duty.
- The Guest Services Agent is also to ensure that guests and visitors are made to feel comfortable and welcome “at home” on arriving and departing the Hotel.
RESPONSIBILITIES AND MEANS
- Responsible for the supervision of driveway and daily operation and to ensure a consistently high standard of guest service.
- Responsible for Information desk activities (including guest queries, information, mail, and messages).
- Identify the person to whom he/she is speaking, the subject of the request and direct the guest accordingly.
- Strive to implement the Accor Vision and demonstrate active use of the Accor Values
ADMINISTRATIVE RESPONSIBILITIES
- Maintain records for limousine/taxi transfer.
- Maintain records for luggage storage for short and long term.
TECHNICAL RESPONSIBILITIES
- Meets and greets all guests on arrival.
- Assists guest in unloading their luggage.
- Show guest to the reception counter.
- Ensure a courteous, prompt and efficient service.
- Ensure that all luggages are properly tagged.
- Delivers the luggage to the respective rooms, whenever it is necessary.
- For collection of luggage, proceeds to the respective room on request for assistance.
- Assisting guests in various requests and enquiries such as restaurant reservations, transportation, obtaining tickets for social events and the prompt and accurate takings of messages and deliveries.
- Checks in guests once you have greeted them.
- Reformulates price and payment conditions during check-in.
- Make sure there is payment guarantees when taking reservations or during check-in.
- Checks in and check out groups according to hotel procedures.
- Know how to record an individual reservation on the computer. Takes stock of the reservation status to sell available rooms.
- Ensure guest satisfaction and accurate invoicing during check-out.
- Check for payment of extras if necessary (e.g.: seminar vouchers).
- Recognise an error during check-out and rectify it without difficulty.
- Uses the hotel’s Accommodation Management program (Opera).
- Process the different methods of payment.
- Uses the hotel’s standard letters.
- Uses all the functions of the telephone switchboard and answers calls on the third ring.
- Adapts the word of welcome depending on the call and on the guest.
- Takes messages and pass them on effectively.
- Express yourself with ease in the country’s language (English).
- Able to explain to guests how to get to the hotel.
- Know and can give local, cultural and practical information.
- Know how to orient and guide guests using a map of the region.
- Makes sure guests have fully understood the information provided.
- Calls upon neighbouring hotels, giving priority to those in the Accor Group (reservations, book-outs).
- Handles a guest complain related to technical problem. Ensure to uphold the ’15 minutes Satisfaction Guarantee’.
- Transfer calls to Accor Call Centre or to reroute a guest to another Group hotel.
COMMERCIAL RESPONSIBILITIES
- To provide general information to customers and guests in a good and helpful manner.
- To identify ways of increasing the Hotel’s overall profitability within the section.
- Knows how to explain the hotel and network pricing policy to guests.
- Knows how to present the sales pitch for the various network products and hotel services.
- Systematically offer the hotel’s services to guests upon their arrival.
HUMAN RESOURCE RESPONSIBILITIES
- To be courteous and professional when contacting outside companies and suppliers and to maintain good working relationships with all colleagues throughout the Hotel.
- To have a complete understanding of the Hotel Employee Handbook and to adhere to the
regulations contained therein.
- Be understanding, supportive, encouraging and helpful to all.
- To attend training without fail.
- To inform supervisors when late or unable to come to work.
- To ensure that personal presentation is immaculate at all times and your uniform or work clothes are in line with relevant Hotel uniform and clothing standards.
HEALTH AND SAFETY
- Use safe manual handling techniques, practice safe work habits, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
- Maintain procedures to minimise our impact on the environment and prevent pollution.
- Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Supervisor or the Duty Manager and record on the appropriate Accident Report form immediately following accident.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your Supervisor and record on appropriate maintenance report form.
- Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications.
- Be fully conversant with departmental fire and evacuation procedures.
DIRECT LIAISONS
- The Guest Services Agent is responsible to the Duty Manager.
REPLACEMENT & TEMPORARY MISSION
- To attend to any other job requirement as requested by the Duty Manager for the efficient functioning of the Department and to respond to changes in Departmental functions as dictated by the Industry, Company, or the Hotel.
- To be ready and responsible to perform any other duties as designated or required by Management from time to time.
ISO 9001 & ISO 14001
- Ensures that the workplace remains clean and tidy;
- Knows and applies the hotel's security regulations (in case of fire etc);
- Ensures the safety of the people and property within the hotel;
- Applies the ISO 9001 quality certification requirements that impact your role and
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting
waste etc) and meets Ibis' ISO 14001 environmental commitments as applicable to the role, if the
hotel is involved in the programme.