Guest Services Agent

Job Specifications

Job Summary: 1. ABOUT THE ROLE
Execute the assigned station / section, to provide courteous, professional, efficient and flexible service consistent with Fusion Standards Policies & Procedures in order to maximize guest satisfaction.

2. KEY RESPONSIBILITES

a. Operational Function

o Efficiently, courteously and expediently welcome, handle check in, check out and bid farewell for all hotel guests ensuring their comfort and satisfaction, adhering to the hotel standard operating procedures.
o Efficiently and courteously provide cashiering related services and foreign exchange, information and maintain good guest relation at all times
o Welcome guests upon arrival and check in according to established standards and procedures.
o Adhere to all credit procedures and accounting procedures as they pertain to the registration process.
o To handle all keys for guests as requested.
o To provide information and assist all guests.
o To provide courteous and efficient service to comply with each and guests request.
o Check out guest courteously and accurately.
o Post all charges without delay and update the folios.
o Balancing of credit card, charges, and cash.
o Accurate handling of cash float.
o Project courtesy and hospitality across the desk.
o File registration cards for arriving guest.
o Post advance deposit.
o Be familiar with all room types and rates in the hotel and their availability status; up-sell whenever possible.
o Handle guest complaints promptly according to established procedures and then report to Front Desk Manager for further follow up when necessary.
o Know guest room security, emergency and fire procedures; encourage the use of safe deposit boxes and adhere to procedures for their use.
o Be familiar with hotel facilities and functions as well as major city attractions and events; provide guests with accurate information as requested.
o Develop a professional and courteous working relationship with colleagues within the Front Office and maintain an effective flow of communication with all hotel personnel.
o Maintain a well-groomed appearance and a tidy work area.
o Ensure registration cards are accurately completed as per the required laws.
o Ensure check in screen in the Front Office computer is accurate and all details have been completed.
o Filling the supporting bills on to respective guest bill docket.
o Record all the vouchers received by checking against the system to match with guest reservation.
o Handle the foreign currency exchange.
o Responsible for document with serial number such as: official receipt, paid out form, rebate, currency exchange, etc.
o To be familiar with Front Office Policies and Procedures, Job Description and Employee Handbook.

Job Requirement: o Excellent command of the English language.
o Computer skill: Proficient in Microsoft Office.
o Strong sense of urgency, able to prioritize and delegate tasks.
o Guest service oriented.
o Strong sense of commitment and of unquestionable integrity.

Job Benefits: • 2 weekly days off
• Duty Meals will be provided
• Opportunity to growth with Fusion Hotel Group

Report to: Duty Manager

Monthly Salary Range: Negotiable VNĐ

Expected Starting Date: 27/03/2023