Guest Experience Agent
- Pamplemousses
- Not disclosed
- Permanent
- Added 04/11/2024
- Closing 04/12/2024
- Meenakshi Goburdhun
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Welcomes guests in a friendly and professional manner, presents them with a cold towel and offers them a drink, and accompanies them to their room.
Job Description and Specification
Customer Service:
- Actively participates in the provision of excellent service to guests.
- Welcomes guests in a friendly and professional manner, presents them with a cold towel and offers them a drink, and accompanies them to their room.
- Meets guests upon their departure.
- Provides any necessary assistance to guests with special needs.
- Interacts with guests on a daily basis, listens to their requests and feedback during their stay and takes initiative to achieve service excellence.
- Handles customer complaints efficiently through appropriate interaction and/or referral to the Guest Relations Manager.
- Logbook Updating.
- Updates the daily attendance book to control punctuality, absenteeism, overtime and casual labor, in order to make sure that his/her IN and OUT duty time have been recorded.
- Promotion and Direct Up-selling.
- Promotes F&B outlets, events and theme nights, according to targets set by management.
- Promotes the various facilities and services of the Hotel, according to targets set by management.
- SOP Compliance and Quality Assurance.
- Carries out all delegated duties in accordance with the Hotel’s standards and checklists, and with Management instructions.
- Assists the Guest Relations Manager and Guest Relations Supervisor in implementing all SOP(s) and monitoring their professional execution.
- Complies with grooming and hygiene, and with safety regulations and procedures as well as SOP(s) at all times.
Team Management:
- Passes-on messages and information to colleagues during briefing sessions.
- Front Office Operations.
- Offers effective assistance to guests during their stay at the Hotel.
- Administrative Support.
- Updates the guest history file as requested.
- Prepares the daily events of the Hotel.
- Assists the Guest Relations Manager and/or the Guest Relations Supervisor with the production of various documents.
- Prepares registration cards for arriving guests as required.