Guide (Front Office Agent)

Report to : Guide Manager / Front Office Manager

Position Summary :

As a Guide, you will serve as the first point of contact for all guests in the hotel, as such the ideal candidate must be friendly, out-going, welcoming, patient, helpful and knowledgeable. You daily duties will be greeting guests as they come in, managing the check-in and check-out process while helping with any additional guest requests. You will be handling administrative tasks and must have a good sense of time management. Your presentation and mannerisms must be professional at all times.

A Guide needs to be trustworthy and able to work well with others and with little to no supervision. Ensuring the customer satisfaction is placed before your own will be one of the top priorities. All this needs to be done while following the company Values and Policies.

Duties & Responsibilities :

Greeting all guests and assisting them with check-in and check-out.

Maintain a positive attitude and friendly demeanor.

Respond to all guest enquiries in a timely fashion.

Assist with answering phone calls and help manage guest bookings, reservations and any other requests.

Maintain a clean and tidy workspace.

Assist with administrative and clerical tasks as set out by the Senior Guide or Front Office Manager.

Informing guests of hotel facilities and services.

Making, updating and checking guests’ bookings while ensuring proper room allocation.

Ability to process authorizations and payments over different platforms.

Liaise with other departments to ensure guest stay satisfaction remains high.

Review guest accounts and charges to ensure the proper bill is presented during check-out.

Monitor all guest movement and report anything suspicious to the shift leader on duty.

Any other additional tasks as directed by management.

Job Requirements

Desired Qualifications :

Minimum high school diploma required, advanced degree in hospitality or related field preferred.

At least 1 year of experience in guest relations or similar role preferred. Strong verbal and written communication skills, English is a must, additional languages are advantages.

Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel and Teams) and willingness to learn new systems.

Excellent interpersonal and communication skills.

Ability to multitask and manage time effectively.

Friendly, outgoing, and approachable demeanor.

Professional appearance and attitude.

Ability to work independently and as part of a team.

Commitment to providing exceptional guest service.

Application Questions

Your application will include the following questions :

• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Front Office Agent?
• Which of the following Microsoft Office products are you experienced with?
• How many years of hotel management experience do you have?

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