Guest Service Agent
Anantara Dubai The Palm Resort & spa
مجموع سنوات الخبرة :16 years, 9 أشهر
• Greet all guests at all times in a friendly and helpful manner and attempt to learn and use guest's name at every opportunity.
• Check in and checkout guest efficiently with accuracy and attention to detail according to established procedures.
• Maintains intimate knowledge of departmental standards and procedures.
• Cash hotel guest's personal and travelers checks and assist with currency exchange.
• Be aware of all modifications to accounting policies and procedures.
• Responsible and attend to guest's request of using the service of safety box at all times.
• Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, and also Global Hotel Alliance Loyalty Program
• Receive guests in a professional and friendly manner, exceeding guest expectation through to departure.
• Maintain effective communication with all related departments to ensure a smooth service delivery.
• Maintain an up to date knowledge of the hotel, Outlets, on-going promotions and offers, and other services.
• Maintain awareness of guest profile and preferences through Opera guest profile system.
• Researching and identifying sales opportunity, generating leads, target identification and classification
• Reaching out to new customers and making presentations or pitches outlining the benefits of product/ services.
• Understanding the client requirements and then customizing the product/ services as per their needs
• Maintaining relationship with all potential and existing clients
• Ensuring proper servicing and after sales support to clients
• Data reporting to management and gathering market intelligence
• Handle all messages, mail, packages, and parcels for guests and employees, ensuring they are delivered at the appropriate time in a professional manner.
• Answer calls and respond to emails
• Update existing customer information
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Process orders, forms and applications
• Identify and escalate priority issues
• Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
• Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
• Enter customers' transactions into computers in order to record transactions and issue computer-generated receipts.
• Handle all messages, mail, packages, and parcels for guests and employees, ensuring they are delivered at the appropriate time in a professional manner.
• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
• Enter purchases into cash register to calculate total purchase price.
• Accept cash, checks, or bankcards for payment; complete check and bankcard transactions according to established procedure.
• Maintain sufficient amounts of change in cash drawer.
• Balance cash drawer and receipts, document discrepancies.
• Calculate discounts or references; request customer identification for certain discounts and receipts as required.
• Issue receipts, refunds, credits, or change due to customers.
• Process merchandise returns and exchanges.
• Receive payment by cash, check, credit cards, vouchers, or automatic debits.
• Keep periodic balance sheets of amounts and numbers of transactions.
• Calculate total payments received during a time period, and reconcile this with total sales.