Guest Service Agent - Travelodge Hotels

JOB OVERVIEW  

As a Guest Service Agent, you represent the hotel to the guest throughout all stages of the guest stay. Helps guests during check-in and check-out, assigns rooms, accommodating special requests whenever possible, answering the phones and assist with rooms reservation.  

 

RESPONSIBILITIES: 

• Register guests and assigns rooms. Accommodates special requests whenever possible. 
• Assists in preregistration and blocking of rooms for reservations. 
• Thoroughly understand and adheres to proper credit, and cash handling policies and procedures. 
• Understands room status and room status tracking. 
• Knows room locations, types of rooms available, and room rates. 
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. 
• Knows the location and types of available rooms as well as the activities and services of the property. 
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms. 
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. 
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. 
• Process guest check-outs. 
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange. 
• Follows procedures for issuing and closing safe deposit boxes used by guests. 
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. 
• Uses proper telephone etiquette. 
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc. 
• Uses proper mail, package, and message handling procedures. Courier Mail Register 
• Reads and initials the daily log and bulletin board. Is aware of daily activities and meetings taking place in the hotel. 
• Attends department meetings. 
• Reports any unusual occurrences or requests to the Operations Manager or Assistant Manager. 
• Knows all safety and emergency procedures, Is aware of accident prevention policies. 
• Maintains the cleanliness and neatness of the front desk area. 
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. 

QUALIFICATIONS & REQUIREMENTS 

Qualifications: 

• Possess certificate or diploma in hospitality, tourism and related discipline. 

Experience: 

• Preferably minimum 1 year working experience in hotel- related or customer service-related position. 

Personal qualities & attributes: 

• Team player who is organised and able to work independently 
• Outstanding communication and people skills 
• Detailed oriented and strong customer service skills 
• Well-groomed and professional disposition