Guest Service Representative
Time hotels
Total years of experience :3 years, 8 Months
Check-in guests and complete the registration process by inputting and retrieving information from a
computer system.
● Makes appropriate selection of rooms based on guest needs.
● Codes electronic keys.
● Promotes and administers Hotel Marketing Programs for arriving guests.
● Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler'schecks.
● Converts foreign currency at current posted rates.
● Greets customer with a friendly and sincere welcome.
● Promptly answersthe telephone and email inquiries. Inputs messagesinto the computer and advises other
team members of special guest needs. Retrieves messages and communicates the content to the guest.
Retrieves mail, packages and facsimiles or other special items for customers asrequested.
● Field guest complaints. Conducting through research to develop the most effective solutions and negotiate
results.
● Listens and extends assistance in order to resolve problemssuch as price conflicts, insufficient heating or air
conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity.
● Be available for guests at all times as a point of contact and co-responsibility for appropriate treatment of
guest complaints, passing on and documenting such complaints.
Supervise and ensure the CID data entry has been properly entered to CID system.
● To act as liaison officer pertaining to all CID related inquiries and assist the Police Officers in handling some
issues related to the Guest.
● Responsible in providing all necessary information required by the government and proper data entry to the
Police Department’s database.
● Responsible in reporting any incident happened to the Duty Manager/Front Office Manager at the end of
each shift.
● Required to facilitate the Police Officer in handling queries related to security.
● Required to provide daily reports to the Front Office Manager/DutyManager.
● Responsible in contacting the Police Officer in event of any untoward incident.
● Responsible in entering all the Guest information on timely manner.
Handle inbound & outbound calls according to procedures, guidelines, and schedules set by organization,
call center.
● Proactively offer customer to register IVR and SMS service according to procedures and guidelines.
● Escalate customer queries and complaints as necessary.
● Follows up with customer via telephone or email following initial sales contact.
● Explain products or services and prices, and answer all the customers questions.
● Obtain customer information such as name, address, and reactions of prospects contacted enter orders into
computers.
● Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing BOK customers.
● Meet or exceed the daily, weekly, and monthly sales targets set by the Management.
● Proactively cross sale and up sell the various bank products to customers or caller that qualify.
● Escalate hazard /potential risk immediately, via the proper channels.
I graduate with strong communication and organizational skills gained in Banking, My degree is in information system a large majority of the course consisted of both banking and information technology.