Guest Experience Agent

Whats the job?Guest Services Agents (GSA)s are the key point of contact for our guests. They are reliable, highly motivated and multi skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.  

They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay. 

Your Day-to-Day Job Responsibilities:

Financial Returns

• To assist the Guest Services Leader (GSL) in the hotels revenue growth by leveraging on the companys systems, procedures and business processes
• Handling Guest check out and billing in an efficient, friendly and hassle-free manner

People

• Promote the Holiday Inn Express ‘one team approach and reliable service through daily communication and coordination with all team members
• Participate in programs that drive improvements in team member engagement and are aligned with the ‘Make Every Interaction Count brand service behaviours

Guest Experience

• Check Guests In - Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys
• Check Guests Out - Print and confirm details of payment and bill for guests upon check out
• Answer any guests enquires practically and simply in adherence to brand standards. 
• Handle guests complaints appropriately adhering to brand standards or direct them to GSLs.  
• Handle cashiering, payment and foreign currency exchange accurately.  
• Reliably handle all special needs and requests of guests and repeat visitors. 
• Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.  
• Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation. 
• Accurately Enter/Update Reservations 
• Handle Telephone Enquires efficiently and effectively
• Perform in a self sufficient way in line with business requirements 
• Responsible for Priority Club Rewards (PCR) Enrollment & Recognition 
•  
• Great Room- Process Guest Food and Beverage Order ,Clear Tables (The Great Room)  
• Refresh Food and Beverage in The Great Room 
• Meeting room- Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room  
• Clean and Organize Guest Areas and Pick up debris throughout Public Areas 
• Updating constantly on local knowledge to improve the guest experience.  

Responsible Business

• Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL
• Contribute by participation in compliance with federal, state and local laws and safety regulations

What do we need from you

• A positive and keen to learn attitude
• Great communication skills and basic computer literacy
• Must be proficient in written and spoken English and with good communication skills. 

Information :

• Company : Holiday Inn Express
• Position : Guest Experience Agent
• Location : Central Singapore
• Country : SG