Guest Service Agent NOVOTEL

Duties & Responsibilities

• Guest Welcome & Departure:
  • Greet and welcome guests in a professional, friendly, and warm manner, embodying the brand's hospitality standards.
  • Efficiently perform guest check-in procedures, including verifying reservations, collecting necessary information, assigning rooms, and issuing keys.
  • Handle guest check-out procedures, including preparation of bills, processing payments (cash, credit card, foreign currency), and ensuring settlement.
• Reservations Management:
  • Manage online, phone, and walk-in reservations, including modifications and cancellations, accurately inputting and retrieving information from the hotel's property management system (Opera).
  • Understand room status, room types, rates, and hotel facilities to make appropriate room selections and effectively manage inventory.
• Guest Services & Communication:
  • Serve as the central point of contact for all guest inquiries, requests, and concerns.
  • Provide guests with accurate information about hotel amenities, services, rates, promotions, and local attractions/transportation.
  • Manage the hotel switchboard, answer phone calls professionally, and relay messages accurately.
  • Address guest complaints and issues promptly, professionally, and to the guest's satisfaction, escalating to the supervisor or manager when necessary.
  • Handle special requests (e.g., room changes, VIP services) whenever possible and ensure they are coordinated with relevant departments.
• Inter-Departmental Coordination:
  • Work closely with the Housekeeping department to ensure room readiness, manage room status discrepancies, and arrange for special guest needs.
  • Coordinate with Reservations, Concierge, Bell Desk, and other departments to ensure a seamless and positive guest experience.
  • Communicate group arrival details and special requirements to the Sales and other relevant departments.
• Administrative & Financial Duties:
  • Process and verify guest payments and financial transactions accurately.
  • Maintain updated records of bookings and payments.
  • Perform night audit procedures, if assigned to a night shift, and balance financial reports.
  • Maintain key control and security for guests and the hotel.
• Sales & Revenue Generation:
  • Use suggestive selling techniques to upsell higher-rated rooms and promote hotel facilities and services (e.g., dining, spa).
• Accomplishes the following :

• Room charge.
• Daily check list.
• Blocked room list for HK;
• Work order for signature of Asst. Front Office Manager

Performs other duties as may be assigned.