Guest Service Agent

5 months ago

Kuala Lumpur, Malaysia Regalwide Holdings Sdn Bhd Full time

Position based at Travelodge Bukit Bintang BASIC FUNCTION: To uphold Travelodge Bukit Bintang standards and to be responsive to the instructions of the Front Office Manager/Duty Manager. The role of the Front Office Assistant will be to accommodate the requests and needs of all guests. The Front Office Assistant will be required to greet and check-in guests, make recommendations, advice and sell rooms and related services, check-out and bid farewell to guests. The Front Office Assistant will act at all times in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained. DUTIES AND RESPONSIBILITIES: 1. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates. 2. Align your working practices and conduct with Travelodge Bukit Bintang Vision; consistently strive to meet and exceed the expectations of both internal and external guests. 3. Comply with the hotel Rules & Regulations at all times. 4. Demonstrate comprehensive knowledge of Front Office procedures and computer system. 5. Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction. 6. Use guest name whenever possible in accordance with hotel standards. 7. Handle guest messages, facsimiles and mail, ensuring that the information is passed on is accurate, complete and promptly delivered. 8. Convey information and messages to appropriate personnel in a timely and efficient manner. 9. Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations. 10. Demonstrate thorough knowledge of and actively sell all products, services and special events within the hotel. 11. Act as a business personnel in upselling rooms in order to achieve the maximum revenue 12. Handle Flight, Train, Bus confirmation bookings promptly and efficiently, whilst promoting in-house facilities. 13. Be aware of facilities and points of interest within the Bukit Bintang and Kuala Lumpur surrounding areas to assist with any guest inquiries. 14. Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’s and Guest History guests. 15. Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards. 16. Ensure all necessary information is obtained upon check-in, following hotel credit procedures. 17. Be familiar with all vouchers and group billing procedures.. 18. Adhere to hotel credit procedures and policies at all times. 19. Handle the guest checkout process, ensuring billing processes and manual postings are conducted in accordance with hotel standards. 20. Maintain cash float and accurately handle monies at all times. 21. cut and issue guest room keys in adherence with hotel security policy and procedures. 22. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly. 23. Maintain a clean and tidy work area in accordance with the hotel standards. 24. Adhere to hotel policy regarding uniform and personal presentation. 25. Ensure that the Guest Service Officer is informed immediately of any emergency, security or health & safety matter. 26. Perform any additional duties as requested by the Front Office Manager/ Assistant Front Office Manager/Guest Service Officer or Hotel Management 27. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation.
To become one of the leading mid scale hospitality services in Asia
SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent

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