Guest Service Agent
Mercure Bali Legian
LEGIAN, Bali, Indonesia
11 hari yang lalu

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 "
  • 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 ( ll the keys to the city, 10 / 10 programme in France, A / Club, etc)
  • Respects the reservation commitments in full (basic vision or reservision ... depending on the country)"
  • 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
  • Depending on the type of hotel, may handle reservations"
  • 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
  • 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) "
  • 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.

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