NH Hotels offers trustworthy experiences based on three main pillars: value for money, the best location to connect with the city, and service with a human touch. NH Hotels’ remarkable products and services meet the expectations of the guests looking for functional urban hotels with a natural and fresh style and friendly service that makes the experience both surprising and enjoyable.
Job Description
To anticipate guest needs, and handle guest inquiries in a helpful and attentive NH Hotels & Resorts manner.
· To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other NH Hotels & Resorts properties.
· To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of NH Hotels & Resorts at all times.
· Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
· To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their NH Hotels & Resorts experience.
· To develop a close and harmonious working relationship with all hotel departments, to address any problems or complaints made by guests
· To attend hotel events, daily shift briefings and training to improve professional skills.
· Receives guests in a friendly and efficient manner. Up sells rooms to optimize revenue and achieve a high average room rate.
· Checks the daily arrival list / Departure list.
· Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.
· Allocates rooms and issues appropriate keys.
· Welcomes customers to the hotel.
· Meets and responds to customer requests for information about the hotel and its surroundings.
· Arranges for special services requested by the customer.
· Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
· Arranges fulfilment of customer services by working with O.T.S, /Operators, Bell Staff, Maintenance, Housekeeping, Reservations and Room Service.
· Follow up and ensure backups for complimentary & upgrade rooms are in place.
· Handles incoming guest room reservations after office hours.
· Be aware, at all times, of current room status and room availability.
· Be fully aware of, and knows how to handle, all current and future hotel promotions.
· Utilizes yield management to maximize room revenue.
· Increases hotel revenue by promoting food and beverage alternatives within the hotel.
· Minimizes loss of revenue by adhering to all established credit procedures.
· Insures all guests establish credit upon check-in.
· Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.
· Improves timeliness of cash flow by adhering to established credit and inventory control procedures.
Qualifications
Certificate /Diploma in Hospitality Management would be an added advantage
· Fluent in English
· Computer literacy Ms Excel, Word and PowerPoint
· Hotel Product Knowledge
Proficient in all front Office Procedures
Additional Information
Commitment to delivering exceptional guest service with a passion for the hospitality industry
Ability to find creative solutions with proven problem-solving capabilities offering support where required
Ability to work in an environment that demands excellence, time and energy
Strong communication skills
Our people drive the success of our business, so we will invest in your skills to allow you to grow and progress through your career.
Guest Service Agent