Guest Services Agent

Job description

Company Description

Fairmont Royal Pavilion is a beautiful 75 room tropical hotel nestled on the unique platinum cost of Barbados which caters to your special culinary preferences and your need to unwind and thoroughly relax.  To accomplish this we have a very warm and engaging staff which makes you feel like you are not only home but among family who always goes the extra mile by being creative and supportive of each other.

Job Description

·  Responsible for the overall day to day functions of the front desk/concierge desk and documenting task completion as per the shift check list.
·  Greets all guests at any time in helpful manner and uses guest name at every opportunity.
·  On check in, ensure that the guest completes the registration card legibly and that the guest is assigned a room of the type and at the rate requested. In the case of walk in, the guest should be sold a room at the highest available rate.
·  Enter all arrivals into the system immediately on check in. Modify all arrival information so as to accurately reflect information (i.e. home address) which guest completed on registration card and enter all information accurately and with particular care toward spelling and room rates.
·  Posting charges to outlets and departments as promptly as possible and in accordance with policy and procedure.
·  Maintain cashier float and make accurate daily reports of all money received.
·  Report any discrepancies regarding the cashier float to the Guest Relations Manager/Assistant Director of Rooms .
·  Cashing of the hotel’s guests foreign currency exchange.
·  Proactively keep abreast of all modifications to accounting policies and procedures.
·  Be thoroughly aware of all special promotion procedures, for programs such as the

 

·  All Recruitment Programme, Heartist Recognition Programme and Customer incentives.
·  Attend to guest's complaints, inquiries and requests, escalate all unresolved matters to the Guest Relations Manager/Assistant Director of Rooms whenever necessary.
·  Ensure that all room and cash discrepancies are resolved before end of shift.
·  Ensure that a shift handover has been done and all relevant notes are noted in the guest’s comments, log book and follow up has been noted and completed.
·  Check out all departing guests according to established procedures, ensuring that the guest account is properly settled according to hotel credit policy with all pending charges posted to guest account.
·  Ensure that guests depart the hotel with a positive impression of service and the front office staff.
·  At the end of the shift; balance audit and money and prepare all work for audit in an orderly fashion.
·  Always comply with the high standards of appearance and conduct.
·  Take personal interest and pride for ensuring that the front desk area is kept clean and in an orderly state at all times.
·  Maintain the high standards with particular regard to the services of Owners and VIP guests.
·  Maintain the standards of Fairmont Royal Pavilion to ensure all company goals are achieved and exceeded.
·  Report to Guest Relations Manager/Assistant Director of Rooms or any other appropriate Department Head anything which is considered to be a health and safety hazard.
·  To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood.
·  Assists with Duty Manager Shifts, payroll and the weekly roster as needed.
·  Assist with the Accor ALL Membership enrolment
·  Assist with the upsell programme in conjunction with The Champion.

 

Qualifications

·  Must possess a general high school degree/ high school diploma or international equivalent.
·  Minimum of five ordinary passes in CXC examination subjects or the equivalent, including English and Mathematics, or three years work experience in a four diamond resort
·  Full competency in the use of the computer systems and Windows applications including Word & Excel. Must be knowledgeable in the operation of Property Management Systems (PMS) software.

Additional Information

·  Attention to detail and high level of accuracy
·  Is people-oriented and friendly.
·  Has a humble and service oriented attitude.
·  Good grooming and presentation.
·  Great time management skills.
·  Ability to multitask efficiently.