Front Office - Guest Relations Agent

POSITION SUMMARY

As an integral part of a team, GRA-GEA-ROOMS CONTROL is responsible for continuously looking for ways to improve each guest’s experience. The GRA-GEA-ROOMS CONTROL will serve as the liaison with guests and all operating departments to seamlessly deliver unique and memorable experiences.

Expected to provide exceptional guest experience to project a helpful attitude; provide all information and resources possible to fulfill the guests request and thoughtful anticipation of their needs.  The GRA-GEA-ROOMS CONTROL is responsible for handling all communication from pre-arrival to post-departure.

ESSENTIAL FUNCTIONS

·Being the point of contact for arriving guests by email/phone call.

·Answer the phone in a courteous and professional manner within 3 rings.

·Keep abreast of information about local economy and tourism.

·Coordinates guest requests/special services and communicates with appropriate departments.

·Serves as a liaison between Hotel and Guest, including responding to guest concerns and greeting/escorting       special guests.

·Maintains current and comprehensive knowledge of:

a.       Activities available in the city, including theater, arts, special exhibits, concerts, shows,

sports, leisure activities, sightseeing tours, etc.

b.       Maintain positive relationships with partners in areas that provide information, ticketing, reservations, etc.

c.       The proper handling of messages, mail, faxes, telefaxes, packages, flowers, etc.

d.       All Hotel outlets, their hours of operation, ambiance, menu selection and price range(s).

e.       Hotel features, services, and phone extensions.

f.        All menu items, specials, liquor brands, and non-alcoholic selections available in the outlets.

·Recommends attractions, entertainment or facilities within or outside the property, gives accurate directions, and books reservation.  

·Anticipates guests’ needs and respond promptly.

·Respond to guest request via application (ALICE)

·Performs administrative duties such as updating logbook, directory, and email.

·Maintain accurate cash bank, vendor and office supplies.

·Perform room assignments according to preference(s).

·Register guests using application.

·Reconciles all vouchers, billings and ensures accurate charges and commissions. Handle all cash transactions for guests and tour activities.

·Checks out guests and prepare folios.

·Handles foreign transaction.

·Works closely with other departments to rectify guest opportunities.

·Establishes rapport with frequent visitors; keeps Guest History updated for future reference.

·Is accountable for maintaining guest history records.

·Handles communication needs during emergency situations. Must be able to understand the Simplex   Emergency Panel.

·Maintains cleanliness, sanitation, and organization of work areas at all times.

·Is the “eyes and ears“ for the security of the Hotel.

·Performs other related duties as may be required or assigned by management.

SUPERVISORY REQUIREMENTS

Reports To:       Front Office Manager

Supervises:        none

EDUCATION/EXPERIENCE

·        High school diploma or equivalent vocational training certificate.

·        Minimum two (2) years prior hospitality experience or equivalent, strong guest/customer service skills.

·        Experience with property management system helpful.

·        Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

LICENSES/CERTIFICATIONS

·        None

KNOWLEDGE, SKILLS, & ABILITIES

·        Fluency in speaking, reading and writing in English is required – Fluency in the Japanese language is preferred

·         Ensure familiarity with all Hotel services and features.

·         Friendly, outgoing personality and professional demeanor.

·        Ability to work independently, deal with interruptions and to successfully manage multiple tasks.

·         Excellent communication skills, including face to face, email and written correspondence.

·        Working knowledge of basic office machines and computer software (word, excel, outlook) and use of hotel applications. Basic mathematical skills.

·         Ability to anticipate guest needs; respond promptly and acknowledge all guests.

·        Ability to research, locate, organize, and retrieve resources and information relating to guest needs/requests. Creativity to solve new or unique guest issues.

·        Ability to input and access information in a property management system and applications alike.

·        Must have ability to work harmoniously in a team setting with fellow colleagues, guests and management.

·         Must be highly organized, detail-oriented and have the ability to multi-task.

·         Must exhibit a poised and professional image and positive voice image.

·       Must be able to work various days and/or evenings, including weekends and holidays pending business demands.

PHYSICAL AND MENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Must be physically able to access all work areas and perform all tasks and services required to fully perform the requirements of the job. Duties require sitting, standing, walking, lifting, bending and stretching. Requires being able to adapt quickly to changing conditions.

·         May require lifting, carrying materials weighing up to 40lbs. as needed.

·         Requires working under pressure and meeting deadlines; dealing with difficult people or situations involving customer service issues; and establishing and maintaining cooperative and productive work relationships. Must have outgoing and positive attitude in dealing with guests, management and employees.

·         Requires ability to speak clearly to staff, managers and guests to give instructions and explanations; ability to listen to and understand managers, staff and guests; ability to receive and give instructions via telephone, computer messages, face-to-face, and in writing.  

·         Able to handle multiple priorities; anticipate needs of the company and guests; resolve customer service issues.

WORK ENVIRONMENT    

·         Ability to work any days, hours, and holidays.

Occasional exposure to outdoors, humidity, noise, noxious odors and dust.