Guest Service Agent (GSA)
ibis Styles Medan Pattimura
MEDAN, Sumatera, Indonesia
26 hari yang lalu

Bahasa Indonesia

Essential and optional requirements

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 targets through his / her sales efforts
  • Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values : Modernity, Simplicity, Well-being"
  • Customer relations

  • Welcomes guests as soon as they arrive with great care and attention, applying the All Season Hospitality (Savoir-Recevoir) policy
  • Helps encourage customer loyalty by building friendly personalised relationships
  • Ensures that administrative procedures never take priority over guest relations
  • Anticipates guests' needs and takes them into consideration
  • Handles any guest complaints and / or remarks; provides a response as soon as possible
  • Conveys the brand and hotel image through his / her irreproachable attitude "
  • Professional techniques / Production

  • Carries out all operations concerning guest arrival and departure in compliance with internal procedures
  • Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis Styles' special features and promotes the brand and hotel's offer according to the type of clientele : the all-
  • inclusive offer, the family offer, the social area, breakfasts etc

  • Handles phone calls and manages the reservation schedule according to brand guidelines : answers quickly and directly with a simple greeting, gives his / her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase.
  • Modifies the welcome he / she provides and takes initiatives : may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure
  • 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 available and up-to-date
  • Depending on the type of hotel, may handle reservations "
  • Commercial / Sales

  • Promotes the hotel's range of services in order to increase sales, modifying sales pitch to suit the customer's needs
  • 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
  • Advises guests on potential future trips to ibis Styles or AccorHotels
  • Encourages guests to post comments on the interactive Visitors' Book
  • Commits to fulfilling the brand's quality promise"
  • Management and administration

  • Respects procedures governing invoicing and cash operations
  • Manages the cash under his / her responsibility
  • May be asked to prepare and send reminder invoices to debtors"
  • Hygiene / Personal safety / Environment

  • Ensures that the workplace remains clean and tidy
  • Knows and applies the hotel's security regulations (in case of fire etc)
  • Ensures the safety of people and property
  • Respects the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc) "
  • Simplicity

    Working procedures are simple and thorough.

    The uniform is relaxed and comfortable.

    Quality

    Extended multi-skill training designed to create all-round.

    Sociability and accessibility

    Hotels on the human scale : every manager is accessible to staff and leads his or her team as a family.

    The customers are accessible, the contacts are numerous and pleasant.

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