What’s the job?
Guest Experience Agents (GEA)s are the key point of contact for our guests. They are reliable, highly motivated and multi skilled employees who efficiently make reservations, answer calls/inquiries, provide reception services and food & beverage services throughout the hotel.
They work in close coordination with all employees and outsourced staff in the hotel and are dependable in meeting the needs of our guests throughout their stay.
Your day-to-day
FINANCIAL RETURNS:
- To assist the Guest Experience Leader (GEL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
- Handling Guest check out and billing in an efficient, friendly and hassle-free manner.
PEOPLE:
- Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
- Participate in programs that drive improvements in team member engagement and are aligned with the ‘Make Every Interaction Count’ brand service behaviours.
GUEST EXPERIENCE:
- Check Guests In – Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys.
- Check Guests Out - Print and confirm details of payment and bill for guests upon check out.
- Answer any guests enquires practically and simply in adherence to brand standards.
- Handle guests' complaints appropriately adhering to brand standards or direct them to GEL’s.
- Handle cashiering, payment and foreign currency exchange accurately.
- Reliably handle all special needs and requests of guests and repeat visitors.
- Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
- Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
- Accurately Enter/Update Reservations.
- Handle Telephone Enquires efficiently and effectively.
- Perform in a self-sufficient way in line with business requirements.
- Responsible for Priority Club Rewards (PCR) Enrollment & Recognition.
- Great Room - Process Guest Food and Beverage Order.
RESPONSIBLE BUSINESS:
- Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GEL.
- Contribute by participation in compliance with federal, state and local laws and safety regulations.
What we need from you
- Minimum high school/ secondary education.
- Great communication skills and basic computer literacy.
- A positive and keen to learn attitude.
- Must be proficient in written and spoken English.
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