Guest Services Agent

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Responsibilities

• Responsible for maintaining the Legendary Quality Experience – LQE
• To meet and greet guests upon arrival at the Main lobby
• To ensure all rooms assigned for arrivals are ready prior to guest’s arrival
• Ensure all bills for Mandarin Oriental Club floor guests are updated and correctly posted prior to guests’ departure
• Provide quality service, with colleagues as well as guests by responding to their requests promptly, efficient and courteous manner during check-in and check-out and during their stay
• Adhere to hotel policies strictly regarding the use of cash banks
• Check cash float at the beginning and the end of every shift ensuring at all times that the amount are correct
• Check and ensure that all guest’s bills are charged and posted to the correct folio and accurately
• Communicate clearly with Guest Services Agents, Housekeeping, Room Service, Duty Manager and Accounts Department so as to keep queries minimum
• Establish a good working knowledge of the account department so as to facilitate guest and management requests for historical data
• Ensure that all filing are done correctly and up to date at all times
• To liaise closely with Concierge on luggage and transfers arrangement for those due to depart early morning
• Continuously strive to meet Front Office objectives, i.e. up selling, express checkout, guest history preferences, restaurant reservations etc.
• Always upkeep and maintain work station in clean and tidy manner at all times
• Escort all VIP, Top and Tip Top guests to rooms
• Soliciting with guests in the lobby to obtain any feedback from guests and inform management accordingly
• Perform any other duties as required by the department head from time to time
• Must be well versed with Food and Beverage services / knowledge
• Commitment to the standards of the IMS system in Health, Safety, Quality and Environmental protection
• Participate in the effective implementation of the IMS policy and procedures
• Attend training on IMS system Follow through in achieving OTPs
• Identify areas of improvement through CPAR or suggestions
• Participating in identification of new activities that are in relation to EASI and HIRA
• Play an effective role as a FHLSS committee member, if nominated

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