Guest Service Agent

• Mercure Rayong Lomtalay Villas & Resort

Hotel for travellers looking for local and authentic experiences Open your wings and discover Rayong's coastal charm-crafted details, bold bites, and golden sunsets await. Just 2.5 hours from Bangkok, Mercure Rayong Lomtalay blends authenticity with subtle surprises. The Ocean Wing, beachfront with sea-view villas, and the Garden Wing, 200 meters from the beach with Koh 17 rooftop bar, sit 400 meters apart with a free shuttle.

Mercure Rayong Lomtalay Villas and Resort is the newest and the trendiest destination in Rayong with a wide range of accommodation & facilities. Located in two wings, the resort offers spectacular and upscale beachfront rooms to sea view Villas. The resort area caters for all travelers and has an authentic and comfortable design. Thai flowers are integrated in the original and bold personality of the building and add layers of delicacy and freshness to the architecture.

Located at Cape Laem Mae Phim, a calm beach 20 mins from Ban Phe Pier for Koh Samet trips, Mercure Rayong Lomtalay offers easy access to local seafood markets, coastal exploration, and island hopping, with pools and KOH 17 Rooftop Bar back at resort.

Job Purpose

A representative and creator of the guest’s stay cycle experience. This position is responsible for the delivery of pre arrival, welcome, stay enhancement, departure, and post departure experience. Ensure the professional and efficient daily operation of the Front Desk to assist Hotel’s guests and visitors in accordance to the Hotel’s established standards to achieve their expectation and satisfaction

Primary Responsibilities

Operation

• Performing all aspects of Telecommunications services to achieve the highest possible guest satisfaction in accordance with the Hotel’s standards
• Handle guests requests promptly, report complaints and irregularities comments tactfully and efficiently. If found challenges refer to the immediate supervisor
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Abide by principles of guest privacy and personal data protection
• Review arrival and departure lists to prepare relates documents such as welcome letter, registration card, folio, etc. for smooth flow of arrival and departure experience.
• Review and prepare all necessaries for welcome and farewell of all VIPs level
• Present warm welcome and provide fond farewell with hotel’s service sense and culture
• Provide prompt, courteous and personalized service to all guests
• Ensure all VIPs level and members consistently receive all benefits, special recognition and service.
• Liaise closely with other relevant departments to ensure that guest’s requests and needs are met
• Escorting guest to room presenting information about various hotel facilities and services to guests, practice tactful up-selling of hotel products and facilities
• Update and maintain repeat guest profile and preference history system
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
• Maintain proper records and reports according to departmental standards
• Alert Security or Duty Manager of any treats to hotels’ safety and security concern

Other Responsibilities

• Ensure yourself is up to date with all facts of the hotel product, including room types details, room rates, all hotel features and facilities, loyalty program and knowledge local information and journey route
• Well versed and be fully conversant with hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time and maintain grooming standard plus high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the assigned by the Management
• Establish and maintain effective employee working relationships

Main Complexity/Critical issues in the Job

• Respond professionally, politely, and efficiently to extraordinary requests and complaints from guests. Implement the personalized services experience to every encountered with guests.

Knowledge and Experience

• Diploma in Tourism / Hospitality Management
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages will be an advantage
• Minimum 1 year of experience in a similar capacity is primary preferred
• Freshly new graduated also welcome, Training will be provided
• Fully vaccinated for SHA+

Competencies

• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work effectively and contribute in a team
• Self-motivated and energetic
• Must be well-presented and professionally groomed at all times
• Adaptivity ability and open minded for any challenges and opportunities
• Well handling the pressure situation and remain clam to oversee the situation