Guest Service Agent

San Anton Hotel in Malta is looking to recruit a Guest Service Agent to join their team on a full-time basis. 

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, discretion, and goodwill throughout their stay at the Cavalieri Art Hotel.

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 desk is organised 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, maximising 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.

Requirements:

Fluency in English. 

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.