Guest Service Agent

icon building Company : Ihg Hotels & Resorts
icon briefcase Job Type : Full Time
icon geo-alt Fujairah

Number of Applicants

 : 

000+

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Job Description - Guest Service Agent

  • Check guests in, issue room keys, provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximise hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control and release guest safe-deposit boxes in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
  • May routinely book guest reservations for individuals and/or groups that are requested either by
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