Job Summary: A Guest Service Agent is responsible for ensuring an exceptional experience for guests from check-in through check-out. This includes performing audits, as required, to maintain the highest standards of service.
A Guest Service Agent plays a crucial role in shaping the first impressions of our guests and is accountable for delivering the following key responsibilities to the highest standards:
* Provide efficient reception services to guests, including check-in and check-out procedures
* Maximize room occupancy by promoting hotel services and facilities using up-selling techniques
Main Responsibilities: Deliver timely and efficient resolutions to guest queries Achieve high levels of customer satisfaction Ensure that the Guest Service Manager is kept informed of any relevant feedback from guests or other departments Demonstrate a high level of customer service at all times Attend relevant training courses and assist with the Night Team's training and development efforts Demonstrate knowledge of hotel room categories, packages, promotions, and other general product knowledge necessary for daily duties Act in accordance with policies and procedures when working with front-of-house equipment and property management systems Follow brand standards Assist other departments, as needed
Key Performance Indicators (KPIs): Timely resolution of guest queries High levels of customer satisfaction Consistent delivery of exceptional guest experiences Regular attendance at training courses and active participation in team development efforts