GUEST SERVICE AGENT

Job description

Key tasks

Overview of duties
'• Welcomes guests and takes care of them from their arrival through to departure
• Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
• Helps meet the department's quantitative and qualitative targets '
Main responsibilities
Customer relations
'• Welcomes guests as soon as they arrive with due care and attention
• Helps encourage customer loyalty by developing friendly, personalised relationships
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible
• Conveys the hotel image
• Helps bring certain brand concepts to life on a day-to-day basis

Professional techniques / Production
'• Carries out all operations concerning guest arrival and departure in compliance with internal procedures
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Handles phone calls
• Applies the procedures of internal audit
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team
• Ensures that all guest documentation is up-to-date and available
• Makes the update of the information contained in the lectern and e-lectern

Commercial / Sales
'• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.'
Management and administration
'• Respects the procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility

Mercure and its people

Hotels with individuality, passion for service and committed to quality and guest satisfaction.

Join a team of warm and friendly professionals who will share their love for hospitality.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential Bahasa Indonesia
English

Essential and optional requirements

High motivated, energic and good personality

Has good communication skill

Team player & having sense of initiative

Attractive & guest service oriented

·  Excel
·  Power Point
·  Word
·  Micros
·  Opéra