Position: Guest Service Agent Department : Front Office/ Guest Relations Reports to : Guest Relations Manager _______________________________________________________________ PURPOSE OF POSITION Handling all aspects of Guest service to maximize guest satisfaction. KEY ROLES & RESPONSIBILITIES Maintain exemplary department standards of behavior and appearance and attitude Taking ownership of all requests coming directly from the guest or other colleagues/ manager regarding guests. Thorough follow up to be ensured to guarantee maximum guest satisfaction through guest recognition and prompt cordial attention Coordinate with Concierge, Butler, Housekeeping and other departments regarding special guests’ requests and or preparations, as well as excursions Promote Inter-Hotel sales and in-house facilities Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs Is familiar with other Raffles properties so that resident indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property Ensure good communication throughout the departments about guests and meet guests during their stay and follow up on issues/ complaints Handle guest complaints and refer to them as necessary, follow up on corrective action Keeping track of guest feedback and actions taken Send out pre-arrival emails and follow up on ongoing communication with guests and/ or travel agents Check arrival reports for the following days, special requests etc. and take action if necessary Look up all guest profiles and create VIP profiles Amenity orders are to be done as part of the preparations for the next day’s arrivals Ensure repeat guests and other VIPs receive special recognition and service prior arrival and during the stay Ensure all arrivals are checked and proper knowledge of packages, special requests etc. Inspect VIP rooms prior to arrival Ensure all guest profiles are being updated during their stay with preferences, complaints etc. Greeting guests upon arrival, check-in and give a resort introduction before introducing the person responsible for the rooming. Meet guests upon departure and ensure that the residents depart the hotel with a positive impression of hotel service Keep communication with guests even after departure and send emails/ letters for special occasions Participate in regular briefings and operations meetings Participate in training that one has been nominated for Remain available for site visits Ensure front desk work area is kept clean and in an orderly state at all times Assist Guest Relations Manager to ensure departmental performance is productive Perform related duties and special projects assigned PERSONAL ATTRIBUTES Strong written and verbal communication skills in English and preferably one other language Able to develop rapport with and gain support from Colleagues and Management staff Ability to work cohesively with co-workers as part of a team Ability to focus attention on resident needs, remaining calm and courteous at all times Ability to promote positive relations with all residents and patrons Understanding and ability to work in a multi-cultural environment EXPERIENCE Minimum 2 years Front Office/ Guest Relations experience preferably in a four or five star hotel