Guest Services Executive

Job Description

To be the main point of contact for the guests upon arrival until their departure and to handle all enquiries throughout their stay in a friendly and effective manner always striving to exceed expectations and keeping in mind ‘Everything Considered’. Provide guests a unique and outstanding experience. Exhibit a friendly and professional demeanor in all guest interactions, warmly welcome and orient guests and provide effective and efficient guest service.Must possess extensive knowledge of respective domain (Spa, Health Club, Front Office Operations & Experience Team) answer all queries associated with facilities, products, and services to all members/guests. Guide, promote and upsell product and services associated with respective domain (Spa, Health Club, Front Office Operations & Experience Team) where applicable thus contributing to increase sales and repeat business. Answer phones and use applications as per respective domain to handle bookings, scheduling and billing.The main duties and responsibilities of this role:Give a warm welcome to guests on arrival and register them as well as issuing room keys in the appropriate welcome bookletMaintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR)Follow the PCI (Payment Card Industry) policy and procedureFollow FRAUD PREVENTION policy and procedureTake payment from guests on departure and close their bills correctlyBe efficient in assisting guests throughout their stay with any requirementsSell rooms to walk-in guests at the maximum rate possibleEnsures that the Guest Services desk is manned, operationally prepared and stocked at all timesMaintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybodyUpdate all information given by guests on the Registration Card on check-in making sure that all required information has been providedFile all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checksNeatly file registration cards of departed guests by date and in alphabetical order.Scan the passport of every guest on arrival and save the data correctly for the CID ReportCarry out a Routing Instruction Report regularly and ensure that all required back-up is attached the Registration Cards neatlyLogs and keeps the immediate supervisor fully informed of all challenges, negative feedback or unusual matters of significanceAttend the daily handover briefing at the beginning of each shiftIdentify and anticipate guest’s needs and assist in any possible way.Open safe deposit boxes for guests ensuring that details and signatures on the record card are completed and correctCheck and action traces in Opera on arrival and departure as well as setting traces sensibly at all timesWork towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guestsTake advance payment guarantee on check-in for all guests according to the Resort’s Credit PolicyCarry out a Credit Check Report on each shift ensuring that all in-house rooms have sufficient creditCarry out cashiering duties like foreign currency exchange, paid-outs etcClose their individual cashier audit at the end of each shift ensuring that all details balanceMaintain their cash float, take full responsibility for it ensuring that it is balanced at all timesMinimize rebates and ensure that they all have sufficient justification, back-up and signaturesPerform any related duties and special projects as requested by the Front OfficeManager/Assistant Front Office Manager/Team LeaderAbout you:The ideal candidate for this position will have the following experience and qualifications:Previous 5 Star Luxury Hospitality experienceStrong Communication SkillsTeam Player - Collaborates positively and effectively with others and teamFlexible and adaptable to changing business needs and processesTime Management/ Adherence to scheduleYou will be redirected to the company website to apply for this position

Keyskills :
Guest service Customer Service