Guest Service Agent

Job description

Key tasks

Overview of duties
• Welcomes guests and takes care of them from their arrival through to departure
• Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
• Helps meet the department's quantitative and qualitative targets
Main responsibilities
Customer relations
• Welcomes guests as soon as they arrive with due care and attention
• Helps encourage customer loyalty by developing friendly, personalised relationships
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible
• Conveys the hotel image
• Helps bring certain brand concepts to life on a day-to-day basis
• Respects the reservation commitments in full
Professional techniques / Production
• Carries out all operations concerning guest arrival and departure in compliance with internal procedures
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Handles phone calls
• Applies the procedures of internal audit
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team
• Ensures that all guest documentation is up-to-date and available
• May handle reservations
Commercial / Sales
• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.
Management and administration
• Respects the procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility
• May be asked to prepare and send reminder invoices to debtors
Hygiene / Personal safety / Environment
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's Health, Safety and Environmental Policies and Procedures
• Ensures the safety of people and property
• Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc)

Mercure and its people

Hotels with individuality, passion for service and committed to quality and guest satisfaction.

Join a team of warm and friendly professionals who will share their love for hospitality.

Desired profile

Skills

Level of Education Others
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

Our ideal candidate will:
-Have strong computer literacy. Previous experience with Opera PMS is an advantage.
-Possess an excellent telephone manner with a proactive selling approach
-Have previous experience within front office/Customer Service
-Have a proven attention to detail
-Display an exceptional personal presentation
-Prove to have strong cash handling skills
-be able to work within time constrains

·  Excel
·  Word
·  Opéra