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Guest Service Agent

3 weeks ago

Singapore HOLIDAY INN EXPRESS & SUITES SINGAPORE NOVENA Full time

What's the job?
The Guest Service Agent is 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
Assist the Front Office Leader in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes. Handle guest check-in, check-out and billing in an efficient, friendly and hassle-free manner. 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. Check Guests In - efficiently greet, register and confirm guest particulars and payment details upon check in and issue keys. Check Guests Out - print and confirm details of payment and bill for guests upon check out. Answer guests’ enquiries practically and simply, in adherence to brand standards. Handle guests' complaints appropriately, in adherence to brand standards or direct them to Duty Manager / Front Office Leader. Handle cashiering, payment and foreign currency exchange accurately. Handle reliably all special needs and requests of guests and repeat visitors. Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviours, hallmarks and license agreement mandates. Retrieve and print Arrival/Departure Report, Backup Report and Trace Report for daily room allocation. Enter/update reservations accurately. Handle telephone enquiries efficiently and effectively. Responsible for IHG One Reward enrolment & recognition. Clean and organize Guest Areas and pick up debris in all Public Areas. Update constantly on local knowledge to improve the guest experience. Contribute by participation, in adherence and compliance with federal, state and local laws and safety regulations.

What we need from you
Minimum high school/secondary education Possess basic computer literacy skills A positive and keen to learn attitude Must be proficient in written and spoken English and with good communication skills

Not Specified