Guest Service Agent Job at Tivana Workforce
Tivana Workforce - Our client, a leading Hospitality brand in Nigeria, is recruiting to fill the position below:
Job Position: Guest Service Agent
Job Location: Abuja (FCT)
Employment Type: Full-time
Job Purpose
- The Guest Service Agent's role is to ensure that the guests receive the highest level of service from the moment of reservation till check-out.
Main Duties and Responsibilities
- To optimize the utilization of the Property Management System of the hotel (IDS Next, Vision) and to provide training to all Front Office employees.
- Abide by the Front Office Operations Manual
- Abide and ensure all guests are registered on the loyalty program through Rate Tiger.
- Ensure compliance with all health, safety, environmental and legislative requirements (HSE). An HSE booklet will be given to you.
- Follow the established reservation guidelines.
- Ensure superior guest satisfaction by encouraging guests to review the hotel on Trip Advisor and Guest RevU / Kepsla.
- To ensure that KPIs are met completely and on time.
- Attend to any other duties as may be assigned by management.
Reservation - Follow the procedures below:
- Fill up the Reservation Slip Form with all the necessary information.
- Print email and LPOs.
- Input all details in IDS Next
- Generate confirmation letter through IDS Next and send to guest or booker.
- File all printed documents accordingly and send out the next day arrival documents to the Front Desk
Check-in - Follow the procedures below:
- All rooms are allocated before arrival and guests’ requests and preferences are taken into consideration.
- Print arrivals list and pre-filled registration cards.
- Welcome, guests as per the hotel’s Standards, request for the guest ID and present the registration card for the guest’s signature.
- Check, process payment and issue system-generated receipts for guest account booking without payment.
- Check-in the guest in IDS Next and activate the room key card.
- Conduct follow-up calls to ascertain the comfort of the guest.
Express Checkout - Follow the procedures below:
- Inform all guests upon arrival that express check-out is available.
- Process all outstanding guest bills for payment prior to checkout.
- Email a copy of the zero-balance invoice to the guest’s email address.
- Deliver a zero-balance invoice and a farewell note signed by the General Manager to the guest room prior to departure.
Qualifications
- Interested candidates should possess a Bachelor's Degree with 2-3 years of experience.
Method of Application
Interested and qualified candidates should send their CV and Photograph to: tivanaworkforce@gmail.com using the Job Position as the subject title of your email.
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