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Guest Service Agent

5 months ago

พทยา ชลบร, Thailand Hotel J Pattaya Full time

**Objective**:

- To provide the smooth and efficient check in and checkout of guests ensuring all guests requirement are exceeded and each guest is properly registered.
- To provide guest recognition at all times, doing your utmost to ensure optimum guest satisfaction and comfort, and to interact with guest on the continual and complete basis.
- To assist and process all in-house requests and need from all departments.
- To provide information, take orders and dispatch services through the use of a computer terminal, console, pagers or two way radios or any future technological equipment.
- To collect and monitor data regarding customer requests, comments and complaints.

**Core Responsibilities**
**Operational**:

- To monitor rooms status and discrepancies.
- To assist subordinated during peak hours.
- To monitor guest registration cards ensuring that staffs adhere to the standard required.
- To check and update room status with Housekeeping on an ongoing, daily basis:

- To check cashiers check-out folios, ensuing that the various types of vouchers are attached.
- To control Room blocking during peak period and to pre-assign rooms for group movement.
- To be familiar with, inspect, and maintain all Guest Services office equipment.
- To monitor all arriving guests through guest arrival list ensuring that the rates. Set-up and guest requirements are all followed-up.
- To ensure proper flow and operational coordination of transporting check-in guests to their rooms and departing guests to the cahier for check-out.
- To provide guest recognition at all times by interacting with guests on a continual and complete basis.
- To perform concierge duties such as booking tours and transportation, giving directions, hotel information, restaurant information, etc.
- To do you’re at most to ensure optimum guest comfort and satisfaction.
- To never say “no” to a guest and going out of your way to satisfy a guest request even if the item or service is unavailable.
- To record all guest complaints, guest comments and compliments, damage or loss of guest property, and other relevant information in the log book.
- To report all guest complaints, compliments and suggestions immediately to Management.
- To be fully conversant in all Easy FO system Front Office operations.
- To use Easy FO guest history as a tool to become fully conversant with returning guests likes and dislikes, previous experiences, preferred activities, children’s names, F&B preferences, etc.
- To obtain selective guest history information from our in-house guests and input important information into the guest history.
- To up sell hotel services, use guests name, verify requests and maintain a positive “can do” attitudes and tone of voice at all times.
- To attend the daily morning or afternoon Front Office briefing at the beginning of your shift.
- To be fully conversant with all aspects of Hotel J Pattaya and our facilities.
- To be fully conversant with the geographical, cultural, and historical aspects of Pattaya, as well as be up-to-date on all tourist attractions, tours, beaches, shopping, and restaurants on Pattaya.
- To have a sound working knowledge of the hotel’s daily and future functions and activities-luncheons, dinners, cocktail parties, meetings, etc.
- To ensure that there exist an up-to-date and extensive selection of booklets, guides, maps and brochures for our guests.
- To have the responsibility to make decisions and handle minor guest problems on your own, reporting back your solutions to the Front Office Manager daily.
- To sell in-house facilities.
- To greet arriving guests at the hotel lobby.
- To escort guests to their room, on their way to check-in at their room, pointing out spots of interest in-route.
- To check-in guests at their room, taking care of all details and pointing out room facilities.
- To check all VIP and guest blocked rooms before arrival to ensure the set-up and cleanliness is to our standard.
- To maintain a high level of hygiene and presentation accords to Hotel J Pattaya and resort grooming standards.
- To meet with guests after check-in to describe the hotel facilities, put tighter their activity schedule, and give your utmost assistance
- To constantly be in contact with in-house guests during their stay by visiting them in restaurants and throughout the out.
- To always be visible and accommodating for all of our guest needs.
- Every cashier must turn in their collections for the day immediately to the Front Office Manager through the drop safe before end of shift. All turn-ins must be witnessed by the senior position on duty or an independent staff in the front office.
- Cashier to prepare the cashier’s report envelope and seal the envelope with the daily cash collection.

**Employee Handling**:

- To ensure that all employees report for duty punctually wearing the correct uniform and name tag at all times.
- To assist in the building of an efficient team of employees by taking an activ