Guest Service Agent
Le Royal Meridien Abu Dhabi
Total years of experience :9 years, 10 Months
Manage large amounts of inbound and outbound calls in professional and efficient manner.
Identify guests’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Detailed all policies and procedures, including safety information to the guests and staff.
Investigated guest complaints and utilized critical thinking to foster expedient resolution.
Build sustainable relationships and engage guests by taking the extra mile.
Frequently attend the trainings to improve knowledge and performance level.
Corrected guest issues promptly with knowledgeable and friendly service.
Responded guests, including e-mail and telephones.
Preparing Payroll
Answer, record, log, and process all guest calls, requests, questions, or concerns.
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, and non-registered guest calls.
- Receive, record, and relay messages accurately, completely, and legibly.
- Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Perform other reasonable job duties as requested by Supervisor
- Deliver exceptional customer service by professionally receiving and responding to incoming telephone calls from the guests and coworkers.
- Assist guests by answering queries and transferring telephone calls to the concerned departments and outlets in a professional and efficient manner.
- Provide a strong knowledge of the hotels along with the products and services.
- Work as a team player in a dynamic and fast-paced environment with different nationalities.
- Strong computer proficiency, including Word, Excel, Outlook, and PowerPoint.
- Training new staff.
- Responsible to clean and maintain the guest rooms.
- Reporting maintenance where it required and ensuring that the defect free room has been given for inspection.
- Ensure Key sign in and out procedure was followed. Following the lost and found procedure.
- Inspecting the room after cleaning.
- Helping the supervisors to inspect the rooms whenever required.
- Responsible to clean and maintain the guest rooms.
- Reporting maintenance where it required and ensuring that the defect free room has been given for inspection.
- Ensure Key sign in and out procedure was followed. Following the lost and found procedure.
- Inspecting the room after cleaning.
- Helping the supervisors to inspect the rooms whenever required.
- Clean guest bedrooms and bathrooms.
- Maintaining rooms and corridors.
- Change and replenish bed linen, towels, and guest amenities in line with company guidelines.
- Undertake regular deep cleaning tasks.
- Restock and maintain trolley daily.
- Be environmentally aware.
- Dispose of waste accordingly.
- Manage guest requests in a timely and efficient manner.
- Comply with hotel security, fire regulations and all health and safety legislation.
- Carry out lost property procedures.
- Inspecting the room after cleaning