Guest Service Agent

Prestige Travel Marketing Ltd is looking to recruit a Guest Service Agent to join their team on a full-time basis at the Hotel Calypso in Marsalforn Gozo.

 
Job Role:

To ensure that the hotel is providing the highest possible standards in customer care excellence in every aspect i.e. in the product, presentation, and hospitality to our guests. Perform as a cohesive team that is dedicated to the needs of our customers, we must anticipate and respond to our guests with professionalism.

Essential Duties & Responsibilities:  

• Greets guests upon arrival ensuring they feel expected and welcome 
• Ensure that the guest receives the accommodation he/she is expecting 
• Maintains up-to-date knowledge of the hotel and local services and supplies, to be able to respond to guest queries 
• Maintains an awareness of guest profiles through Hotel Management System 
• Deals swiftly, efficiently, and sensitively to guest complaints and ensures follow through 
• Process accounts from check‐in through check‐out, ensuring accurate posting of food and beverage and ancillary charges 
• Accurately administers front desk clerical systems and procedures. 
• Records all instances of refused business, with a reason for refusal 
• Checks the reception is organized and operating to an efficient standard and checklists are completed and forwarded to Front Office Manager 
• Promotes the hotel's outlets and special events at all times 
• Maintains awareness of sales opportunities, maximizing revenue, meeting and exceeding guest expectations 
• Maintains awareness of rate levels to be sold on a daily basis and occupancy level 
• Cooperates in the performance of any reasonable task requested by the management 
• Ensures balances of accounts of the day's business at the end of the shift 
• Adheres to all hotel policies, procedures, and standards at all times.
  
  *This Job Description in no way states or implies that these are the only duties that are to be performed by the employee occupying this position. Employees may be requested to perform other job-related duties assigned to them by their Direct Superior.
  
  Requirements:  
• Fluency in English.