Guide (Front Office Agent)

Position Summary:

As a Guide, you will serve as the first point of contact for all guests in the hotel, as such the ideal candidate must be friendly, out-going, welcoming, patient, helpful and knowledgeable. You daily duties will be greeting guests as they come in, managing the check-in and check-out process while helping with any additional guest requests. You will be handling administrative tasks and must have a good sense of time management. Your presentation and mannerisms must be professional at all times.

A Guide needs to be trustworthy and able to work well with others and with little to no supervision. Ensuring the customer satisfaction is placed before your own will be one of the top priorities. All this needs to be done while following the company Values and Policies.

Duties & Responsibilities:

• Greeting all guests and assisting them with check-in and check-out
• Maintain a positive attitude and friendly demeanor
• Respond to all guest enquiries in a timely fashion
• Assist with answering phone calls and help manage guest bookings, reservations and any other requests
• Maintain a clean and tidy workspace
• Assist with administrative and clerical tasks as set out by the Senior Guide or Front Office Manager
• Informing guests of hotel facilities and services
• Making, updating and checking guests’ bookings while ensuring proper room allocation
• Ability to process authorizations and payments over different platforms
• Liaise with other departments to ensure guest stay satisfaction remains high
• Review guest accounts and charges to ensure the proper bill is presented during check-out
• Monitor all guest movement and report anything suspicious to the Senior Guide on duty.

Job Requirements

Desired Qualifications:

• Minimum SPM/STPM required, advanced Diploma/Bachelor's in hospitality/Hotel Management related field preferred.
• 1 year of previous Receptionist duties, 2 years’ experience preferred.
• Excellent moral, team building skills with a pro-active work approach.
• Ability to learn on the job and maintain a well-presented appearance.
• Strong verbal and written communication skills, English is a must, additional languages are advantages.
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel and Teams)
• Conflict resolution skills
• Ability to multitask and proper time management.