Guest Services Agent- Raffles

Industry:
Hotels
Department:
Front of House
Job Role:
Guest Relations Officer
Level:
Staff- Line level
Location:
Asia
Area:
Others
Salary Description:
Competitive
Posted:
22-Jul-19
Recruiter:
Raffles Hotels and Resorts
Job Ref:
RMN00158

GUEST SERVICES AGENT- RAFFLES

Job Purpose
Reporting to the Front Office Supervisor, the Guest Services Agent is primarily responsible for ensuring we provide the highest level of guest service to all our guests. The Guest Relations Officer will greet arriving guests, settle their accounts, and offer assistance throughout the duration of their stay.

Key Interactions
Internally


• Housekeeping Team

• Concierge Team

• Fairmont Gold Team

• Guest Services Team

• Finance Team

• Sales and Marketing Team

• Reservations Team

• Food and Beverage Team

Externally

• In house guests & LCAH Guests & Fairmont President's Club Members

• External Auditors

• Suppliers

Primary Responsibilities
FOLLOW ALL FRONT OFFICE STANDARD OPERATING POLICIES AND PROCEDURES


• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions
• Provides a warm welcome and assists guests' according to Fairmont Hotels & Resorts Brand Standards
• Remains observant and responds to each Guest who approaches the Reception Desk
• Is an ambassador of Fairmont Hotels & Resorts by providing an excellent first impression
• Maintains a perpetual presence on the Reception Desk throughout the hours of the shift
• Greets all Guests courteously, using the Guest's name whenever possible

Other Responsibilities

• Enrolls new Fairmont President's Club members and updates certificate maintenance when applicable
• Drives Rate & RevPAR through up-selling room brand.
• Adheres to and promotes the Company's Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
• And other tasks assigned by Front Office Supervisor
Main Complexity/Critical issues in the Job

• Efficiency of check in/check out

• Accuracy in retrieval of guest data and billing

• Attention to details


Profile

Knowledge and Experience


• A hospitality diploma is an asset
• Proficient in the English language (verbal & written), second language is an asset

Competencies


• Good interpersonal skills with ability to communicate with all levels of employees

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Good presentation and influencing skills

• Flexible and able to embrace and respond to change effectively

• Self-motivated and energetic

• Prior experience in customer service an asset

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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