Guest Service Agent

Job description / Role

Key deliverables and responsibilities

Planning & organizing:

• Review and update logbook
• Check equipment
• Be smart, well groomed and maintain a friendly and cheerful disposition at all times
• Oversee the day to day operations
• Report regularly on happenings to supervisors / night manager (if on shift)
• Monitor employees performance / coaching
• Fire procedure
• First aid procedures
• Handle guest complaints and report to manager
• Implement and coordinate the front office OSM
• Perform as per OSM standards and in line with the company’s values and core behaviour
• Be fully aware of the talk of the walk for the day
• Proper grooming at all times
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Ensure all is aware of the daily activities and has product knowledge of the hotel facilities
• Ensure panic report is printed during the shift at least twice

Operations:

• Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests
• Register and process check in for all arrivals
• Update and check guest information into the computer after a complete check in
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure
• Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times
• Resolve guests complaints / requests and liaise with the department concerned to ensure immediate follow up, report it immediately to supervisors
• Handle issuance of guest room key cards and ensure effective control for guest security
• Check and convey messages to guests
• Assist at the information counter, foreign exchange, night audit and the business centre, as and when assigned
• Check the paymaster and assist supervisors to have no paymasters pending
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check hotel situation, occupancy, functions, groups, MIPs / VIPs & RIPs
• File daily reception report and documents systematically
• Print panic report (at least twice a shift)
• Attend briefings; take notes and action with appreciated follow up
• Focus on the guests, maintain eye contact and ensure all guests at the desk are acknowledged
• At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations
• Co-ordination and information with the front office, housekeeping, F&B and especially with the general manager regarding MIPs and VIPs
• He / she is familiar with all related company documentation and especially with the relevant operational standards manual for his / her field of responsibility
• Perfect grooming all the time
• Drive upselling
• Carry out any other reasonable task (which may not be stated here) as requested

Core behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Mövenpick Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.

Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.

Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.

Entrepreneurship: We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

I commit to the above requirements of my position and will strive to demonstrate our values and core behaviours in my daily work and confirm I am able to perform the essential function of the role as identified.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.