Guest Service Agent

Qualifications & Competencies

•Diploma Holder in Hotel Management or related field
•Excellent customer service skills
•Excellent communication (English and French) and interpersonal skills
•Excellent organisational skills
•IT conversant (MS Office: Word, Excel, Outlook, Opera)

Roles and Responsibilities

•Anticipate guests' needs, handle complaints effectively and efficiently and maintain close relationships with guests throughout their stay in order to foster loyalty
•Ensure that the hotel's pricing policy is correctly applied at all times (price value, start and end of price validity)
•Ensure that guest documentation and information is available and up-to-date
•Ensure that information in the directory and e-directory is clear and up to date
•Ensure that internal audit procedures are duly applied at all times
•Ensure the brand and/or Group's loyalty program is promoted to guests
•Ensure that invoicing and cash operations procedures are abided to as per the group established policies
•Ensure that the workplace remains clean, tidy and safe at all times
•Apply and ensure application of the hotel's security regulations

Experience

•Minimum of 3 years’ experience as Receptionist/Guest Relation Officer, preferably in the luxury environment