As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards;
- Ensure VIP guests are provided with personal, attentive and caring service.
- Ensure guest complaints are dealt with promptly and courteously in line with HGI Brand Service Standards.
- Efficiently perform all reception duties, assisting other Guest Service departments as and when necessary.
- Have an overall knowledge of hotel facilities and rooms.
- Efficiently control rooms according to the daily room situation.
- Be knowledgeable about daily VIP and group reservation status.
- Be knowledgeable about the hotel, including the day's events and banquet functions.
- Be knowledgeable about the nearby location information of the hotel.
- Warmly welcome guests and perform check-in and check-out procedures for their accommodation.
- Ensure guests' privacy is protected at all times.
- Attend scheduled trainings as and when required.
- Support and motivate colleagues.
- Conduct room orientations and assist guests in guest service areas, including the Business Center.
- Efficiently perform all reception duties (accurate completion of forms and securing of payment).
- Internally and externally promote and coordinate the delivery of Hilton Honors program benefits.
- Maintain updated and accurate guest profiles.
- Proactively seek guest comments and feedback.
- Take ownership of complaints, ensuring final resolution and guest satisfaction.
- Report and record all guest comments and feedback to the Guest Service Supervisor.
- Accurately update and maintain guest information in accordance with local regulations.
- Act as a role model and exemplify the delivery of HGI Brand Service Standards.
- Attend briefings, shift handovers, and other relevant meetings.
- Be familiar with the hotel's contingency plan.
- Comply with Health & Safety requirements, emergency procedures, fire regulations, and hotel rules and regulations.
- Be familiar with Hilton Honors and other hotel programs, benefits, and program details.
- Be knowledgeable about all hotel information, city information, and event activities.
- Prepare and display the daily exchange rate.
- Adhere strictly to standard cash handling procedures and the company's credit policy.
- Ensure efficient guest departures by maintaining accurate folios.
- Follow up on finance-related issues to ensure all payments are secured and accurate.
- Maintain the security of safety deposit boxes and related records.
- Manage costs effectively by minimizing waste.
- Remain commercially aware.
- Adhere to all company rules and regulations.
- Undertake any other reasonable tasks or requests as directed by management.
- Management reserves the right to amend or extend this job description at any time during the course of employment, if necessary.
- Be aware of laws and regulations related to personal information and ensure compliance at all times.
- High school certificate – required.
- Diploma or university degree in Hotel & Catering Management – desirable.
- Computer skills, including Opera.
- Strong communication skills.
- Competent English language skills and proficiency in Korean.
- Team-oriented with the ability to perform effectively in a high-volume work environment.