Guest Service Agent (GSA)
Job Description
Title: Guest Service Agent (GSA)
Company Name: Sheraton Dhaka
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ High school diploma/G.E.D. equivalent can apply
∎ Training/Trade Course: Diploma in Hotel Management
Experience Requirements:
∎ 2 to 3 year(s)
Job Responsibilities:
∎ Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys.
∎ Ensure rates match market codes, document exceptions.
∎ Verify/adjust billing for guests.
∎ Communicate to appropriate staff when guests are waiting for an available room.
∎ Advise guest of messages. Clear departures in computer system.
∎ Coordinate with Housekeeping to track room status and guest concerns.
∎ File guest paperwork or documentation.
∎ Operate telephone switchboard station.
∎ Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information.
∎ Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors.
∎ Count and secure bank at beginning and end of shift.
∎ Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.
∎ Notify Loss Prevention/Security of any reports of theft.
∎ Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
∎ Speak using clear and professional language; answer telephones using appropriate etiquette.
∎ Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
∎ Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
∎ Perform other reasonable job duties as requested by Supervisors.
∎ CRITICAL TASKS:
∎ Safety and Security:
∎ Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
∎ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
∎ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
∎ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
∎ Policies and Procedures:
∎ Protect the privacy and security of guests and coworkers.
∎ Maintain confidentiality of proprietary materials and information.
∎ Follow company and department policies and procedures.
∎ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
∎ Communication:
∎ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
∎ Speak to guests and co-workers using clear, appropriate and professional language.
∎ Working with Others:
∎ Support all co-workers and treat them with dignity and respect.
∎ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
∎ Develop and maintain positive and productive working relationships with other employees and departments.
∎ Quality Assurance/Quality Improvement:
∎ Comply with quality assurance expectations and standards.
∎ Physical Tasks:
∎ Stand, sit, or walk for an extended period of time or for an entire work shift.
∎ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
∎ Check-in/Check-out:
∎ Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
∎ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
∎ Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
∎ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
∎ Accommodate requests for room changes when possible.
∎ Communicate to appropriate staff that there are guests that are waiting for an available room.
∎ Verify and adjust billing for guests.
∎ Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
∎ Assign room according to guest request and preferences whenever possible.
∎ Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
∎ Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
∎ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
∎ Clear departures in computer system to document that rooms are no longer occupied.
∎ Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
∎ Reports/Recordkeeping:
∎ Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
∎ Print contingency lists to have a record of all guests in case of emergency.
∎ Run credit card authorization report and check for discrepancies.
∎ Greet/Escort Guests:
∎ Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
∎ Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
∎ Guest Services:
∎ Follow up with guests to ensure their requests or problems have been met to their satisfaction.
∎ Receive, record, and relay messages accurately, completely, and legibly.
∎ Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
∎ Answer, record, and process all guest calls, requests, questions, or concerns.
∎ Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
∎ Cash Handling:
∎ Count bank at end of shift and secure bank.
∎ Provide change to guests.
∎ Cash guests' personal checks and traveler's checks.
∎ Balance and drop receipts according to Accounting specifications.
∎ Process all payment types such as room charges, cash, checks, debit, or credit.
∎ Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
∎ Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
∎ Maintenance/Security:
∎ Notify Loss Prevention/Security of any guest reports of theft.
Additional Requirements:
∎ Age 22 to 32 years
Salary: Negotiable
Compensation & Other Benefits:
∎ Medical allowance, Insurance, Gratuity
∎ Lunch Facilities: Full Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Service Charge as per Sheraton Dhaka policy.
Application Deadline: 31 Dec 2020
Company Information:
∎ 7 Dec 2020
∎ Sheraton Dhaka
∎ Address : 44, Kemal Ataturk Avenue, Banani, Dhaka 1213
∎ Business : A worldwide chain Five Star Hotel operated under Marriott International Inc.
Category: Hospitality/ Travel/ Tourism
:
Source: bdjobs.com
Deadline Expired on 31st Dec 2020
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