Guest Service Agent

3 weeks ago

Manama, Bahrain BAHRAIN AIRPORT HOTEL Full time

Guest Service Agent
- Both Bahraini & Expat Required for BAHRAIN AIRPORT HOTEL.

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry.
- Ability to input and access data in computer.
- Ability to understand guest inquiries and provide responses.
- Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
- Ability to focus on guests' needs, remaining calm and courteous.
- Ability to think clearly, quickly and make concise decisions.
- Ability to prioritize, organize and follow up.
- Ability to work well under pressure of arrivals/departures within any given period of time.
- Ability to focus attention on details.
- Ability to maintain confidentiality of all guests and hotel information.
- Ability to ensure security of guest room access.
- Ability to remain stationary at assigned post for extended periods of time.
- Ability to work cohesively with other departments and co-workers as part of a team.
- Maintain complete knowledge at all times of:
a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, decor, appointments and location.

c) All room rates, special packages and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled daily group activities.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Meet with supervisor to review daily assignments and priorities.
- Meet with departing Front Desk Agent to review business status and follow up items.
- Access all function of computer system according to established procedures and standards.
- Set up work station with necessary supplies; maintain cleanliness throughout shift.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the Front Desk.
- Accommodate all requests for information in a congenial manner.
- Process all guest check-ins according to established hotel requirements:
a) Confirm reservation in system and review all noted information.

b) For guests without a reservation, sell a room type agreed upon.

c) Register guest in computer and generate a registration card.

d) Verify registration card information with guest.

e) Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

f) Assign guest room.

g) Advise guest of any messages, mail, faxes, etc. received for them.

h) Inform guest of room safe, mini-bar and room key procedures.

i) Issue valet parking tickets.

j) Communicate services and amenities included in packages to guests on packages.

k) Obtain copy of passport for each guest.

l) Obtain guest signature for designated paperwork.

m) Obtain Guest Recognition Agent to escort guest and transport their luggage to the room.
- Maintain guest history files on all guests.
- Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.
- Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
- File registration cards and vouchers in bucket by room number.
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
- Accommodate room changes expediently.
- Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 30 minutes to ensure completion and guest satisfaction.
- Take, record and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
- Offer detailed information on the voice mail system to callers and guests wishing to leave message.
- Accept and record wake-up call requests.
- Issue safe deposit boxes to guests and ensure security of keys.
- Distribute all guest and department mail.
- Monitor, send and distribute guest faxes.
- Document and confirm reservations and cancellations.
- Block rooms in the computer and follow through on designated requirements.
- Pre-register designated guests and prepare key packets.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Generate, print and distribute daily and weekly reports.
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in-house guest ledger report; report discrepancies to manager.
- Process all che

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