Guest Service Agent
Novotel World Trade Centre
Total years of experience :9 years, 11 months
• Constantly portraying a highly professional image of the hotel and paying particular attention
towards guest satisfaction
• Welcoming guests to the hotel in a polite, friendly and helpful manner
• Checking out departing guests and closing the bill accordingly
• Being a point of contact for guests should they have any queries
• Dealing and resolving guest complaints
• Keeping up to date on all hotel products, services and promotions
• Maximize sales revenues through up selling
• Blocking Rooms for arrival and groups
• Updating Current Points of (ACCOR) for all ACCOR Members
• Updating Guest feedback log (complains and feedback from the guest)
deliver excellent customer service and maintain a high standard of customer management, at all times fulfil all reasonable requests from guests, to ensure their comfort, satisfaction and safety
undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries
maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request
be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort
complete manager’s log book and maintain accurate records of all fire safety checks carried out during the shift
undertake additional administration duties, as requested by either the hotel manager or the pub manager
adhere to company policy for reporting accidents and incidents
maintain personal knowledge by completing in-house training, and completing workbooks
always adhere to all company policies and procedures and licensing laws
carry out instructions given by the management team and head office
read the logbook daily and take action accordingly
take regular part in meetings and shift handovers.
cooperate with employees from all departments
welcome and escort of all VIP guests and regular guests
responsible for room blocking for all arriving VIP’S and groups,
contribute to the hotel by sharing new ideas and suggestions for improvements; being innovative and creative to provide a quality service and guest care to the clients
strong communication with all operational departments as well as sales department
maintain regular contact with frequent guests and all important guests of the hotel
liaise with FDM concerning guests results; ensure that responsible departments are kept informed makes suggestions for improvement, is working in close relationship with FDM and team coaches
follow up on action plans
Works in conjunction with the bell staff to assist guests to their rooms
Answers various questions from guests
Arranges transportation for guests
manage and coordinate all marketing, advertising and promotional staff and activities
conduct market research to determine market requirements for existing and future products
analysis of customer research, current market conditions and competitor information
develop and implement marketing plans and projects for new and existing products
manage the productivity of the marketing plans and projects
monitor, review and report on all marketing activity and results
determine and manage the marketing budget
deliver marketing activity within agreed budget
develop pricing strategy
liaison with media and advertising
