Under the general guidance and supervision of the Guest Service Supervisor and/or Duty Manager and within the limits of established Policies & Procedures, the Guest Service Agent responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Resort guests, foreign exchange and assisting them with inquiries.
- Front Desk Operations
- Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity
- Ensures strict key control procedures are adhered to.
- Checks guest folios for completeness and accuracy.
- Registers and rooms all arrivals according to established procedures
- Maintains intimate knowledge of departmental standards and procedures
- Coordinates with Guest Relations regarding in room check in of guests.
- Transacts foreign exchange and paid out request at the Front Desk.
- Coordinates with the Concierge whenever necessary.
- Ensures that entries in every registration are properly encoded in the computer system.
- Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
- Maintains cashier float and ensures accurate daily report of all money received
- Responsible and attends to guests request of using the service of safety box at all times
- Maintains an operations logbook
- Attends to guests complaints, inquiries and requests, refers problems to supervisor/Duty Manager if he/she unable to assist
- Does everything possible to ensure that the guests depart the hotel with a positive impression of Resort service
- When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival
- Verifies and updates the following:
- Current room status
- Information endorsed between shifts
- Expected of VIP or Group arrivals
- The days events at the Resort
- Ensures that the correct room status is promptly provided when requested.
- Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs.
