Guest Service Agent (Receptionist/Reservation Officer)
Marina Hotel Apartments (Awazi Gargash Group)
مجموع سنوات الخبرة :12 years, 1 أشهر
To deliver efficient customer service to create warm welcoming atmosphere for guests.
- Welcoming guests to the hotel in a polite, friendly and helpful manner.
- Check in/out guests using the hotel’s accounting system.
- Taking payment from guests in the form of cash or credit cards.
- Answering telephone inquiries promptly & professionally & transferring calls on.
- Being a point of contact for guests should they have any queries.
- Dealing with and resolving customer complaints.
- Arranging for brief tours of the hotels rooms and facilities.
- Managing group bookings for conferencing, the restaurant and accommodation.
- Keeping up to date on all hotel products, services, pricing and promotional offers.
- Completing the night auditing procedures with accuracy and attention to detail.
- Maximize sales revenues through up selling and marketing programs.
- Ensuring all relevant paperwork has been completed in order for a smooth handover at the end of your shift.
- Creates and maintains reservation records-usually by date of arrival, prepares letters of confirmation and promptly processes any cancellations and modifications.
- Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
- Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system.
Answer phones to respond to orders, general customer inquires, invoice questions, and customer complaints. Project a professional company image through phone interaction.
Main Responsibilities:
-Answer phones and respond to customer requests.
-Sell product and place customer orders in computer system.
-Provide customers with product and service information.
-Upsell products and services.
-Transfer customer calls to appropriate staff.
-Identify, research, and resolve customer issues using the computer system.
-Follow-up on customer inquires not immediately resolved.
-Complete call logs and reports.
-Research billing issues.
-Research misapplied payments.
-Recognize, document and alert the supervisor of trends in customer calls.
-Recommend process improvements.
-Other duties as assigned.
Provide administrative support to ensure that business operations are maintained in an effective, up to date and accurate manner with the resources to make
effective decisions.
Main Activities:
-Type correspondence, reports and other documents
-Maintain confidential records and files
-Open and distribute the mail
-Prepare documents and reports on the computer
-Research and assist with the preparation of motions, policies and procedures
-Provide receptionist services
College of Arts and Letters Department of Print and Broadcast Media AB-Broadcasting Legazpi City CUM LAUDE
Consistent Honor Student
1st Honor & Topnotcher Division Achievement Test