Guest Service Agent

Job Summary:

This position is responsible for ensuring that all guests are given a warm, friendly, courteous, informative and efficient service. Focusing on the personal recognition of the guests, who have booked an executive room, strives to exceed their expectations, to anticipate their needs and to create a memorable experience.

Duties and Responsibilities:

1. 
   
2. Welcome and check guests into the hotel by the established procedures of the JA The Resort
   
3. ·Bid farewell to all departing guests
   
4. ·Provide a welcome drink /cold towels to guests
   
5. ·Monitor and coordinate the sequence of waiting for guests for check-in & check out
   
6. ·Ensure personalised check-in and check out process(aware of required protel knowledge & various method of payment knowledge )
   
7. Ensures that daily targets for Room/Meal Plan upselling, JA Discovery and Cross-selling targets are achieved.
   
8. ·Maintain active lobby management, assist guests with any inquiry and guide them to the responsible team members
   
9. ·Provide accurate information regarding Resort facilities and guest accommodations to ensure total guest satisfaction is achieved as per JA The Resorts standards
   
10. ·Ensure that any complaints/comments are handled without delay
    
11. ·Ensure that correct data is input onto Protel to develop and maintain a comprehensive guest history system
    
12. Ensures that all the Data entries for DTCM requirements are done according to the existing procedure from DTCM
    
13. ·Maintain effective communication with all related departments to ensure a smooth service delivery
    
14. ·Promote JA Discovery loyalty program and encourage guests to enrol
    
15. ·Ensure that all tasks are completed, and traces are resolved(refer daily Resorts host task list)
    
16. ·Ensure that the needs of the guests are anticipated and met and that any further requirements are attended to in a professional manner
    
17. ·Ensure tidiness and cleanliness of the lobby and its interior
    
18. ·Conduct evening candle-lighting ritual in the lobby
    
19. ·Conduct any other assignments given by superiors
    
20. ·Ensure that VIP1, 2 and 7 are escorted to rooms on arrival
21. Special occasion arrangements
22. Ensure that Guest Well-being report is being actioned with courtesy follow up call and meetings
23. Ensure that guest invoices are printed to attach with departure letters to send to guest rooms
24. ·Conduct daily show round to ensure that guests are familiar with Resort Facilities.
    
25. Attend to all guests requests, communicating and following up these with the other departments when necessary.
    
26. Assist with planning and organizing the holiday itinerary of the guests.
    
27. Update him/ herself regularly about resort facilities, activities, outlets operation hours, events etc. and conveys correct information to guests.