Guest Service Agent

Radisson Hotel Group

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

Receives guests in a friendly and efficient manner. Up sells rooms to optimise revenue and achieve a high average room rate.

• Checks the daily arrival list / Departure list.
• Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest s name, address and method of payment.
• Allocates rooms and issues appropriate keys.
• Welcomes customers to the hotel.
• Meets and responds to customer requests for information about the hotel and its surroundings.
• Arranges for special services requested by the customer.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
• Arranges fulfilment of customer services by working with O.T.S / Tel operators, Bell Staff, Transport, Maintenance, Housekeeping, Reservations and Room Service.
• Follow up and ensure back ups for complimentary & upgrade rooms are in place.
• Handles incoming guest room reservations after office hours.
• Is aware, at all times, of current room status and room availability.
• Is fully aware of Radisson Blu service concepts.
• Is fully aware of, and knows how to handle, all current and future hotel promotions.
• Utilises yield management to maximise room revenue.

Increases hotel revenue by promoting food and beverage alternatives within the hotel.

• Knows the names of key people within Radisson Blu and Owners.
• Minimises loss of revenue by adhering to all established credit procedures.
• Insures all guests establish credit upon check-in.
• Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
• Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
• Receives proper approval codes for credit card paying customers.
• Identifies and records special billing instructions and notifies accounting and Assistant Front Office Manager.
• Communicates effectively with guests, colleagues, and supervisors.
• Demonstrates teamwork by co-operating and assisting colleagues as needed.
• Handles difficult situations in a professional manner.
• Keeps effective guest key control.
• Ensures that guest mail and messages are delivered promptly.
• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel s guests.
• Issues safety deposit boxes to guests upon request and controls the same.
• Uses the ABC approach to respond to negative comments and complaints; and notifies Assistant Front Office Manager immediately for appropriate follow-up.
• Adheres to walk-in minimum deposit procedures as per mandatory accounting policies.
• Records wake-up calls given at the counter and endorses them to the Telephone Operators and verifies wake-up call sheet before shift end.
• Sleep-out no luggage to be communicated to the Manager on shift immediately.

KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

• Is fully conversant with the hotel PMS system and reservation procedure.
• Is able to operate switchboard, telefax, photocopy machine, room keys equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.

SECURITY, HEALTH, AND SAFETY

• Ensures that own cash is secure at all times.
• Ensures all discrepancies in own cash are declared to the Service Manager.
• Ensures that guest details and room numbers are not disclosed.
• Maintains high confidentiality in regards to guest privacy.
• Reports any suspicious behaviour of guests and staff to the Service Manager.
• Notifies the Service Manager and Executive Housekeeper regarding lost and found objects.
• Anticipates possible and probable hazards and conditions and notifies the Service Manager.
• Fully understands the hotel s fire, emergency, and bomb procedures.
• Follows emergency procedures to provide for the security and safety of guests and employees.
• Works in a safe manner that does not harm or injure self or others.
• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.
• Maintains the highest standards of personal hygiene, punctuality, dress, uniform, appearance, body language and conduct.
• Adheres to paid-out limitations and consults the Manager on shift for any amounts over limit.

MISCELLANEOUS

• Displays a Yes I Can! attitude at all times.

• Setting up Reception Counter with Reg. Cards, keys, Folios, credit card slips and envelopes prior to commencing work.
• Handles foreign currencies, checks signature on Travellers cheques along with passport copy.
• Reads through Front Office Bulletin board on recent news and developments.
• Attach alerts on system or communication to registration card for any flaws, to rectify error before guest departure.
• Messages for parcels and mail should be recorded correctly in the Items left by guest for collection book.
• Printed material books to be used in serial order (e.g. rebates, receipts books, etc.).
• Transport request to be recorded and forwarded to the Concierge in his absence.
• Assists the Service Manager when requested.
• Attend meeting and training required by the Service Manager.
• Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
• Maintain own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager.

• Knows:

• Hotel fire, bomb and emergency procedures.
• Hotel facilities and nearby places of interest and services (i.e. hospitals, petrol stations, tourist sights)
• Hotel and corporate marketing and promotional programs.
• Corporate clients and clients generating high business volume.

• Responsible Business: show involvement and be interested in environmental and/or social issues by participating in Responsible Business hotel and departmental activities.

• Any other duties as assigned by the supervisors.