Guest Service Agent/ Lobby Ambassador

Job Description

Title: Guest Service Agent/ Lobby Ambassador

Company Name: Renaissance Dhaka Gulshan Hotel RDGH

Vacancy: 01

Age: Na

Job Location: Bangladesh, Dhaka

Salary: Negotiable

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Hotel

• Bachelor of Business Administration (BBA) in Hospitality Management

• At least 2 years
• The applicants should have experience in the following business area(s): Hotel

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

 Ensure proper coverage and execution throughout all zones of the lobby.

 Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

 Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

 Follow up with guests to ensure their requests or problems have been met to their satisfaction.

 Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

 Understand and be knowledgeable about all Food & Beverage menu and service standards within the Social Business and Individual Zone.

 Operate the POS system as required and ring in and deliver food & beverage

 Deliver guest valet, packages and mail as well as other items required by guest.

 Perform basic technology troubleshooting for the guests on the items located throughout the zones. These items may include personal computers, media centers pc’s, self-service kiosks, printing capabilities, wireless access, business center services, etc.

 Apply knowledge of demographic area and proactively connect those demographic preferences by using GO-BOARD to its fullest capabilities.

 Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

 Respond to special requests from guests/residents with unique needs.

 Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

 Assist with processing guest check-ins and ensuring pre-arrival planning program is in place and is enforced.

 Manage the Elite Arrival Experience working closely with the Rooms Controller ensuring all requests are met.

Guest Rooms

 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.

 Secure valid form of payment (e.g., credit card) prior to issuing room key.

 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.

 Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.

 Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

 Accommodate requests for room changes when possible.

 Review requests for late check-outs and approve according to occupancy.

 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.

 Clear departures in computer system to document that rooms are no longer occupied.

 Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

Guest Relations

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

 Address guests' service needs in a professional, positive, and timely manner.

 Assist other employees to ensure proper coverage and prompt guest service.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Thank guests with genuine appreciation and provide a fond farewell.

 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

 Thank guests with genuine appreciation and provide a fond farewell.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Communication

 Speak to guests and co-workers using clear, appropriate and professional language.

 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.

 Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Insurance
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• Attractive Service Charge benefit

• Compensatory Duty Meal

• Bereavement Leave & Others as per Law

• Group Insurance Coverage

• Uniform & Complimentary Laundry Facility

• Extensive Take Care Activities

• Engaging Work Environment

• In-house Doctor Support

• Comprehensive Learning & Development Program