Company Description
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Job Description
Novotel World Trade Centre is currently seeking a Guest Service Agent who will be responsible for providing excellent customer service and ensuring that guests have a pleasant experience at the hotel. The role involves a variety of tasks that contribute to the overall guest experience.
- Greet guests upon arrival and assist with the check-in process.
- Handle check-out procedures, including billing and payment processing.
- Address guest inquiries, requests, and complaints promptly and professionally.
- Provide information about hotel amenities, services, and local attractions.
- Manage room reservations and cancellations using the hotel’s booking system.
- Assist with modifications to existing reservations.
- Relay messages and information to guests and team members.
- Coordinate with housekeeping and maintenance teams to fulfil guest requests.
- Promote hotel services and amenities, including room upgrades and special packages.
- Handle payments and maintain accurate financial records.
- Ensure adherence to hotel policies and procedures, especially concerning safety and security.
- Handle emergency situations calmly and efficiently.
- Maintain accurate guest records and documentation.
- Assist with inventory management of supplies and amenities.
- Actively solicit and record guest feedback to improve services and address any issues.
- Provide concierge services, including making restaurant reservations, booking transportation, and arranging tours or activities for guests.
- Participate in marketing efforts by promoting hotel packages, loyalty programs, and special promotions to guests.
- Monitor inventory levels of supplies (e.g., brochures, amenities) and coordinate with relevant departments to ensure availability.
- Assist in training new team members on guest service protocols and hotel operations.
- Manage the hotel's lost and found items, ensuring proper documentation and communication with guests.
- Engage with guests on social media platforms, responding to comments and inquiries as needed.
- Stay informed about emergency procedures and participate in drills and training sessions.
- Address any billing discrepancies or payment-related inquiries from guests.
Qualifications
- High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
- Previous experience in customer service or the hospitality industry is preferred.
- Familiarity with hotel management software (e.g., Opera) is advantageous.
- Strong communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Attention to detail and strong organizational skills.
- Proficiency in using computer systems and Microsoft Office Suite.
- Basic math skills for handling payments and transactions.
- Friendly, approachable demeanour with a focus on guest satisfaction.
- Ability to work flexible hours, including nights, weekends, and holidays.
Additional Information
Your team and working environment:
Diverse, young and vibrant team
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
