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:
24-Feb-20
Recruiter:
Raffles Hotels and Resorts
Job Ref:
RMN00170

GUEST SERVICE AGENT - RAFFLES

Job Purpose
The Guest Services Agent is responsible for providing dedicated and personalised service through, but not limited to, check-in, check-out and request assistance to all guests in accordance to hotel standards, policies and procedures to ensure a seamless stay. Particular focus is required on long-stay requirements that may include move-in, preventive maintenance, high-balance management and billing.

Key Interactions Internally

• Housekeeping Department

• Sales, Marketing and Revenue Department

• Events and Catering Department

• Engineering Department

• F&B Department

• Finance Department

• Talent & Culture Department

• Concierge Department

• Spa and Fitness Department

• Raffles Service Department

• Fairmont Gold Department

• Residences Department

• Security Department

• Executive Office Department

• Global Frequent Fliers Office

Externally

• In house, arriving, and departed guests

• Loyalty members

• Visitors and conference/meeting guests

• Taxi, Transportation and Tour companies

• Government & VIP liaison officers

• Travel Agents

• External Suppliers/Sales people

• Local authorities and agencies

Primary Responsibilities
PERFORM EFFICIENT AND COURTEOUS FRONT OFFICE SERVICES

• Provide warm welcome and fond farewell for arriving and departing guests, respectively.

• Comply fully with Leading Quality Assurance standards during check-in and check-out processes.

• Provide accurate and complete information regarding guest reservations including stay inclusion, room rates, billing information, and etc.

• Maintain completeness and accuracy of guest and resident profile and pre-arrival reservation requirements.

• Deliver consistent service to all long-term guests at the Raffles Residences.

• Maintain collaborative working relationships with colleagues and leaders.

PROVIDE PERTINENT INFORMATION TO BOTH EXTERNAL AND INTERNAL GUESTS ON ALL HOTEL SERVICES, FACILITIES AND ONGOING PROMOTIONS

• Recommend and upsell hotel services, facilities and products.

• Suggest alternative quality establishments such as restaurants, museums, shopping centers, and etc. around hotel premises, or from requested location.

• Familiarise and upsell ongoing hotel promotions and offers.

• Familiarise and promote hotel loyalty program and other marketing programs.

PROTECT THE PRIVACY AND SECURITY OF ALL REGISTERED GUESTS INCLUDING PROPERTIES BELONGING TO THE HOTEL AND ITS GUESTS

• Assist in handling of missing and lost and found claims from hotel patrons and guests.

• Share and implement among guests hotel house rules and regulations.

• Maintain public area and internal office cleanliness in coordination with Housekeeping Department.

• Adhere to hotel security and safety protocols including emergency preparedness.

• Adhere to proper storage and safekeeping of items and documents containing personal and private information of guests.

• Assist in escalating suspected food-borne illness complaints to leaders.

PARTICIPATE IN DEPARTMENT AND HOTEL ACTIVITIES THAT CONTRIBUTE TO THE ACHIEVEMENT OF CAREER AND HOTEL GOALS AND OBJECTIVES

• Follow the Heartist® approach to guests and resident services.

• Adhere with hotel's Planet21 activities and initiatives.

• Contribute in optimizing department profit by through room upsell and etc.

• Optimizing department budget by wisely utilizing department supplies and inventory.

• Participate in several work-related and career-enhancement trainings provided by the hotel and the department.

• Maintain punctuality and compliance to approved department roster.

• Adhere to hotel's Colleague's Code of Ethics and Grooming Policies.

ASSIST IN THE IDENTIFICATION, INVESTIGATION AND RESOLUTION OF GUEST ISSUES AND COMPLAINTS

• Receive and assess complaints and issues from guests.

• Deliver appropriate response and empathy to guests during complaints and issues.

• Escalate to leaders all matters and incidents concerning hotel guests, their level of satisfaction, and security.

• Assist in recording guest issues and observations.
Main Complexity/Critical issues in the Job

• Efficiency of check in/check out process

• Upsell

• Completeness and timely cascade of all job-related information

• Accuracy in retrieval of guest data and billing

• 24/7 operational availability including reporting for duty during holidays, weekends and overnight shifts
Organizing multiple long-term residents and their accounts and catering to their specific preferences and needs

Profile
Knowledge and Experience


• Diploma or degree preferably in hospitality or related field

• Strong working knowledge of Microsoft Outlook and Microsoft Office

• Preferably with 1 year of relevant e xperience in similar size/style of hotel 4*, 5*, 6* business and/or residential
• PC application and PMS knowledge: Opera (or local equivalent)
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

• Multicultural awareness and able to work with people from diverse cultures

• Flexible and able to embrace and respond to change effectively

• Ability to work independently and has good initiative under dynamic environment

• Self-motivated and energetic

• Communication skills for all levels of colleagues/guests/residents, confident, clear English

• Interpersonal skills to deal with guests, residents and staff issues

• Confidently able to resolve problems and make decisions

• Adaptable to multicultural guest, resident and colleague needs, works with diverse cultures

• Can use sensitivity and discretion in supporting guest, resident and colleague needs

• Leads to constantly improve the guest service experience

• Career focused, wanting to grow and develop, self-driven

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

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