Guest Service Agent / Nhân Viên Lễ Tân

To prepare for guest arrivals by checking guest history to identify guest details. To allocate rooms in accordance with guest requirements and special requests.
Contact housekeeping or maintenance staff when guests report problems.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers.
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
To advise guest of relevant information about their stay including package inclusions and restrictions. To respond to guest queries courteously.
To follow established procedures for room changes, no shows, extension of stays and early/late departures.
Record guest comments or complaints, referring customers to managers as necessary. Review accounts and charges with guests during the check out process.
To be fully conversant with the city and it's attractions and inform guests of places of interest. To keep up to date with hotel promotions and special events.
To check the guest departure list for accuracy prior to guests checking out. To source relevant information from other departments to ensure the accounts are up to date.
To answer all telephone calls promptly and politely using an appropriate greeting.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
To ensure all computer data input is accurate and to maintain guest history files ensuring all information is accurate and up to date.
To establish rapport with guests by promptly responding to their needs and expectations in an appropriate manner.