Guest Service Agent (Nhân Viên Lễ Tân Khách Sạn)

1. Provide courteous and efficient service and if possible, respond to each and every guest request professionally and tactfully.
2. Give guest complete and immediate attention to any complaint and request.
3. Utilize the Property Management System (Opera), Key Card System, Passport Scanner, POS System, and maintain computer discipline at all times.
4. Be knowledgeable about daily hotel operations, room information, and other services.
5. Strictly follow all cash handling and banking procedures.
6. Perform guest registration, room assignment and accommodate special requests of all guests.
7. Seek opportunities to up-sell to achieve individual target and team target.
8. Perform check-in and check-out for guests in accordance with hotel standards.
9. Handle guest requests in professional manner, record accordingly and coordinate with other departments to ensure seamless services.
10. Report to the shift Supervisor or Duty Manager of guest complaints immediately. However, make efforts in handling minor complaints so as not to cause delays to the guest service at the Front Desk.
11. Check in guests accordingly to procedure. Registration form is to be filled out. All check-in must be updated in the system as soon as possible. All billing and special instruction to be clearly stated. All check-in is to be handled promptly and check-out must not short but efficient.
12. Handle room key cards accordingly to the procedure. Always monitor and recheck for security reasons.
13. Prepare for the arrival of individuals and groups (Reg. Card, Key Holder, Message, etc.)
14. Accountable for all mounts received and ensure that all amounts are properly remitted to the General cashier in line with the Standard Operating Procedures.
15. Complete reports at the end of the shift and attach all necessary supporting documents before submitting them to Accounting department.
16. Perform other tasks assigned by Supervisor and Upper Management.