GUEST SERVICES AGENT – CONFERENCE CENTRE

MAIN PURPOSE OF THE JOB:

Serves as the guest's liaison for the Conference Centre. Assists the guest- regardless of whether inquiries concern in-conference or off-premises attractions, facilities, services, or activities. Knows how to provide concise and accurate directions. Arranges for secretarial services. Good through knowledge of property management software (PMS) or hotel reservation software.

Responsibilities & duties

Ensure the professional running of the day-to-day Guest Services operation

Review previous shift activity and be prepared for handover.

Analyse the VIP Arrivals Report and remember in-house and arriving VIPs - remember their names and always greet with the appropriate salutation and by mentioning guest’s name.

Welcome and greet the guests while arriving in the lobby and direct them towards the relevant meeting/conference room

Review the VIP Arrivals Report together with all other communication channels, including but not restricted to e-mails, and allocate the correct welcome

Keep up to date with the site inspections and group arrivals and ensure relevant welcome amenities, such as welcome drinks are ready and available for service at least 15 minutes prior to the event time.

Check group resumes and action all requests, ensuring the VIP request and all other Guest Services related requests are noted and planned for.

Conduct site inspections when and where needed and give feedback to DM on duty and Sales Team.

Attend promptly to guest’s inquiries and assist accordingly. Follow up and follow through to insure maximum guest satisfaction.

Ensure all requests are logged accurately and ensure all the requests are closed within 15 minutes or less.

Ensure accurate and efficient loggings and accurate communication of restaurant reservations and guest’s parcel log book.

Ensure accurate and efficient guest related written communication and feedback.

Ensure strong presence in the main lobby and maintain proper decorum at all times. Facilitate and create opportunities for guest interaction.

Monitor lobby movement; focus on hospitality lounge, flowers, and couches, lobby tables, décor, entrances, electronic signage and group logos with increased attention to detail.

Be knowledgeable and remain up to date on all services and venues, F&B outlets, including accurate knowledge of their operating hours, services provided and menus, and promote thereof always as a first option.

Be knowledgeable and remain up to date on local restaurants and their menus, so that you can converse freely and make pertinent recommendations.

Be knowledgeable and remain up to date on local attractions, activities, tours, venues, events according to seasonality and be able to discuss and offer suggestions.

Bid farewell to guests on departure


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