Guest Services Agent

Duties TASKS, DUTIES AND RESPONSIBILITIES • Provide courteous, professional, efficient and flexible service all the time following the service standards and procedures of Radisson Blu. • Perform all tasks and duties assigned to you in the task list. Note that the task list is reviewed and changed based on trends, customer expectations and service philosophy. • Being fully flexible and adapt to the rotation in the various services of the reception or in other departments as assigned to you. • Perform all functions and duties assigned. • Being fully aware of the all services offered by the hotel. GENERAL / SALES • The reception and registration process for a customer must be quick. • React to emergency situations in a fast and effective manner. • Check the list of daily arrivals for VIPs, regular customers and groups. • Greet and acknowledge all guests in the hotel. • Respond to guest requests for information about the hotel and its surroundings. • Follow the hotel’s standards and procedures on how to answer calls, transfer, connecting to long distance (international) calls etc. • Take guest laundry requests by contacting housekeeping and Room Service orders directly. • Refer to checklists, logs and handover notes with each change of shift and ensure you are up to date. • Ensure that all customer requests are handled with guest relations, housekeeping, reservations, room service and other departments. • Identify appropriate rooms as per reservation requirements and assign accordingly. • Ensure that your workstation and your surroundings are always clean, tidy and presentable. • Check hardware utilization and reduce waste and spoilage. • Monitor and check the arrivals ; check for spelling of guest names, addresses, duplicate profiles and payment method. • Check room rates if necessary and change if approved by the FOM. • Accommodate guest reservations for special requests. • To pre-check in customers by activating the room keys and keep them ready together with the registration cards. • Arrange transportation and restaurant bookings with the collaboration of the concierge. • Be informed at all times of the current state of the rooms and availability. • Have a thorough understanding and knowledge of all the restaurant menus and room service and have the ability to recommend specific dishes and to propose alternatives in the points of sale of the hotel. • Be fully aware of the Radisson Blu "Yes I Can" service concept. • Know the names of key people in Carlson Rezidor. • Minimize losses of income by applying the procedures of banking footprints and guarantee deposits. • Ensure that there is in all bookings a credit card number or a guarantee before check-in. • Monitor customer accounts every day, on the "Guest Ledger" to preserve the potential losses caused by hotel customers of unexpected departures that have not paid their bills. • Manage cash and cash float. • Identify special cases, billing statements and inform the Chief Accountant and the FOM. • Fill the end of your shift by closing accurately your cash by obtaining signatures and approval from your supervisor. • Adhere to the hotel policy for the handling of cash. • Communicate effectively with clients, colleagues and executives. • Demonstrate your motivation and teamwork spirit by cooperating with colleagues when necessary. • Manage difficult situations calmly and efficiently. • Keep precise control over the keys of the rooms occupied. • Ensure that guest emails and messages are delivered accordingly. • Demonstrate a true knowledge of all services of the hotel and its facilities and effectively assist hotel guests. • Proactively approach difficult situations to respond to complaints and customer reviews ; be sure to use the "100% Guest satisfaction" service and warn the FOM as soon as possible to follow up. SALES / SALES: • Manage guest reservations. • Make sure you are all the time aware of the status of the rooms and availability. • Learn about future promotions for the property. • Minimize losses of revenue by promoting restaurants and sales outlets of the hotel. • Minimize losses of income by applying the billing procedures of companies. • Ensure that all reservations be made with a credit card number before check-in. • Monitor customer accounts in balance in order to ensure compliance with credit limits. • Identify and record special instructions on billing and alert finance and FOM of any irregularities. • Adhere to the hotel policy for the use of cash. COMPUTER KNOWLEDGE OF RECEPTION • Know the property management system, Opera. • Being able to meet the standards, send messages, activate room keys and printing of folios and reports. • Familiarize yourself with the downtime reports and emergency procedures. HEALTH & SAFETY • Ensure that the float is not mixed with your personal cash. • Ensure that guest information is not disclosed (credit card number, room number, etc.), keeping high confidentiality regarding client privacy. • Any suspicious behavior should be reported to the team, the FOM and the security department. • Report lost items to the Service Manager and Executive Housekeeper. • Ensure that all potentially hazardous products are reported immediately. • Familiarize yourself with emergency procedures and bomb threats. • Follow the emergency procedures in order to provide maximum safety and security for customers and employees. • Work in a serene and respectable manner keeping an attitude that does not hurt or offend anyone. • Maintain a healthy hotel in applying the rules of hospitality and abiding by the law. • Maintain personal hygiene: clean and pressed uniform, hair and nails presentation and a smile. VARIOUS • To report for duty on time wearing correct uniform and name-badge. • Maintain good relations with co-workers of all hotel departments. • Participate in and contribute to all meetings of the department. • Assist the Service Managers if necessary. • Attend meetings and trainings as required by the Service Managers. • Allow flexible working hours necessary to ensure uninterrupted service for customers. • Always have a positive and motivated attitude and exercise self-control. • Have a thorough knowledge of "Income Audit Section" in the Operational Manual and Policy & Procedures. • Strive to continually adopt a professional attitude in your work functions. • To know: - Health and safety procedures of the hotel. - The services and hotel services as well as the surroundings (eg hospitals, public transport stops, tourist sites ...). - The hotel promotions and marketing programs. - Customers of companies and guests bringing a large volume of revenue from the hotel. This list is not limited these tasks only and can change at any time during work practice. This document should be read in conjunction with manual S.O.P. of the hotel. The S.O.P. may be subject to change from time to time, which will affect your duties and functions of your job. 

Duties TASKS, DUTIES AND RESPONSIBILITIES • Provide courteous, professional, efficient and flexible service all the time following the service standards and procedures of Radisson Blu. • Perform all tasks and duties assigned to you in the task list. Note that the task list is reviewed and changed based on trends, customer expectations and service philosophy. • Being fully flexible and adapt to the rotation in the various services of the reception or in other departments as assigned to you. • Perform all functions and duties assigned. • Being fully aware of the all services offered by the hotel. GENERAL / SALES • The reception and registration process for a customer must be quick. • React to emergency situations in a fast and effective manner. • Check the list of daily arrivals for VIPs, regular customers and groups. • Greet and acknowledge all guests in the hotel. • Respond to guest requests for information about the hotel and its surroundings. • Follow the hotel’s standards and procedures on how to answer calls, transfer, connecting to long distance (international) calls etc. • Take guest laundry requests by contacting housekeeping and Room Service orders directly. • Refer to checklists, logs and handover notes with each change of shift and ensure you are up to date. • Ensure that all customer requests are handled with guest relations, housekeeping, reservations, room service and other departments. • Identify appropriate rooms as per reservation requirements and assign accordingly. • Ensure that your workstation and your surroundings are always clean, tidy and presentable. • Check hardware utilization and reduce waste and spoilage. • Monitor and check the arrivals ; check for spelling of guest names, addresses, duplicate profiles and payment method. • Check room rates if necessary and change if approved by the FOM. • Accommodate guest reservations for special requests. • To pre-check in customers by activating the room keys and keep them ready together with the registration cards. • Arrange transportation and restaurant bookings with the collaboration of the concierge. • Be informed at all times of the current state of the rooms and availability. • Have a thorough understanding and knowledge of all the restaurant menus and room service and have the ability to recommend specific dishes and to propose alternatives in the points of sale of the hotel. • Be fully aware of the Radisson Blu "Yes I Can" service concept. • Know the names of key people in Carlson Rezidor. • Minimize losses of income by applying the procedures of banking footprints and guarantee deposits. • Ensure that there is in all bookings a credit card number or a guarantee before check-in. • Monitor customer accounts every day, on the "Guest Ledger" to preserve the potential losses caused by hotel customers of unexpected departures that have not paid their bills. • Manage cash and cash float. • Identify special cases, billing statements and inform the Chief Accountant and the FOM. • Fill the end of your shift by closing accurately your cash by obtaining signatures and approval from your supervisor. • Adhere to the hotel policy for the handling of cash. • Communicate effectively with clients, colleagues and executives. • Demonstrate your motivation and teamwork spirit by cooperating with colleagues when necessary. • Manage difficult situations calmly and efficiently. • Keep precise control over the keys of the rooms occupied. • Ensure that guest emails and messages are delivered accordingly. • Demonstrate a true knowledge of all services of the hotel and its facilities and effectively assist hotel guests. • Proactively approach difficult situations to respond to complaints and customer reviews ; be sure to use the "100% Guest satisfaction" service and warn the FOM as soon as possible to follow up. SALES / SALES: • Manage guest reservations. • Make sure you are all the time aware of the status of the rooms and availability. • Learn about future promotions for the property. • Minimize losses of revenue by promoting restaurants and sales outlets of the hotel. • Minimize losses of income by applying the billing procedures of companies. • Ensure that all reservations be made with a credit card number before check-in. • Monitor customer accounts in balance in order to ensure compliance with credit limits. • Identify and record special instructions on billing and alert finance and FOM of any irregularities. • Adhere to the hotel policy for the use of cash. COMPUTER KNOWLEDGE OF RECEPTION • Know the property management system, Opera. • Being able to meet the standards, send messages, activate room keys and printing of folios and reports. • Familiarize yourself with the downtime reports and emergency procedures. HEALTH & SAFETY • Ensure that the float is not mixed with your personal cash. • Ensure that guest information is not disclosed (credit card number, room number, etc.), keeping high confidentiality regarding client privacy. • Any suspicious behavior should be reported to the team, the FOM and the security department. • Report lost items to the Service Manager and Executive Housekeeper. • Ensure that all potentially hazardous products are reported immediately. • Familiarize yourself with emergency procedures and bomb threats. • Follow the emergency procedures in order to provide maximum safety and security for customers and employees. • Work in a serene and respectable manner keeping an attitude that does not hurt or offend anyone. • Maintain a healthy hotel in applying the rules of hospitality and abiding by the law. • Maintain personal hygiene: clean and pressed uniform, hair and nails presentation and a smile. VARIOUS • To report for duty on time wearing correct uniform and name-badge. • Maintain good relations with co-workers of all hotel departments. • Participate in and contribute to all meetings of the department. • Assist the Service Managers if necessary. • Attend meetings and trainings as required by the Service Managers. • Allow flexible working hours necessary to ensure uninterrupted service for customers. • Always have a positive and motivated attitude and exercise self-control. • Have a thorough knowledge of "Income Audit Section" in the Operational Manual and Policy & Procedures. • Strive to continually adopt a professional attitude in your work functions. • To know: - Health and safety procedures of the hotel. - The services and hotel services as well as the surroundings (eg hospitals, public transport stops, tourist sites ...). - The hotel promotions and marketing programs. - Customers of companies and guests bringing a large volume of revenue from the hotel. This list is not limited these tasks only and can change at any time during work practice. This document should be read in conjunction with manual S.O.P. of the hotel. The S.O.P. may be subject to change from time to time, which will affect your duties and functions of your job.