Guest Service Agent

Job description

Key tasks

1. To be available at all times to deliver service beyond expectation.
2. Maintain the positive appearance, proper grooming and keeps tidy.
3. Responsible for smooth check-in, check-out, posting all transactions and reporting.
4. Has good knowledge of hotel information and Accor programs, rate structure, activities, product, housekeeping and front office tasks and procedures.
5. Good knowledge of room availability, peak season or fully booked.
6. Pays full attention to guest’s demands, especially when dealing with handling any complaint. Shall always try his / her best to put her / himself in the guest’s position. If guest problem can not be solved, refers to the superior directly.
7. Provide assistance to the guests who have health problems by offering first aid kit or doctor’s service.
8. Arrange all pick-up / transfer services.
9. Handle wake-up call requests.
10. Prepare and organizes handling of group check-in and check-out.
11. Inform superiors properly regarding potential skippers.
12. Inform superiors and all service areas in case of sleep out, as well as the guest him / herself regarding the sleep out policy.
13. Refer to bell attendant regarding messages, facsimiles, packages etc, to and from guests. Record as per procedure.
14. Respond promptly, completely and cheerfully to all guest questions, problems, and requests. It is the Front Desk clerk’s responsibility that all above is followed up if tended to by other employees / departments for example connecting room, room moving or incognito.
15. Inform the superior on all outstanding balances of the guests for further action (lock out).
16. Ensure the guest understands and is informed properly regarding late check out policy.
17. Able to operate the switchboard in the operator room in case of replacement needed and daily rolling.
18. Always use logbook as one of communication tools and follows up on messages. Never assumes that other personnel did it.
19. Remind the guests regarding durian policy, pets and animals.
20. Note in logbook all guest in house special requests for next day.
21. Attend training which arrange by superior or training department.
22. Attend briefing and monthly meeting.
23. Conduct any other duty assigned by supervisor or management.

At Novotel, we grow faster

Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.

DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.

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Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential Bahasa Indonesia
English

Essential and optional requirements

·  Excel
·  Power Point
·  Word
·  Micros
·  Opéra