Hilton Garden Inn Seoul Gangnam_FR Guest Services Agent
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 in order to 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 hotel.
Warm welcoming guests, and perform Check In & Check Out procedure for his/her accommodation.
Ensure guest’s privacy is kept safely
Attend scheduled trainings as and when required
Support and motivate colleagues
Conduct room orientations and assist guest in guest service area including business center
Efficiently perform all reception duties (accurate completion of forms, securing of payment)
Internally and externally promote and coordinate 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
Reports and records all guest comments and feedback to Guest Service Supervisor
Accurately update and maintain guest information secured according to local regulations
Act as a role model and exemplify delivery of HGI Brand Service Standards
Attend briefings, shift handovers and other relevant meetings
Be familiar with hotel’s contingency plan
Comply with Health & Safety, emergency, fire and hotel rules and regulations
Familiar with Hilton Honors and other hotel programs, benefits and program details
Is knowledgeable on all hotel information, city information and event activities
Prepare daily exchange rate display
Adheres strictly to standard cash handling procedures and company credit policy
Ensures efficiency of guest departures by maintaining accurate folios
Follows up on finance related issues to ensure all payments are secured and accurate
Maintain security of safety deposit boxes and relevant records
Manages costs effectively by minimizing wastage
Remains commercially aware
Adhere by all company rules and regulations
Undertake any other reasonable task or request as directed by the management
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment
Be aware of laws related to personal information and be careful not to violate them
High school certificate- required
Diploma or University degree in Hotel & Catering Management- desirable
Computer skills- Opera
Solid communication skills
Competent English language skills and proficient in Korean
To be team orientated and to be able to cope with high volume of business