Guest Service Agent

Cavalieri Art Hotel in Malta is looking to recruit a Guest Service Agent to join their team on a full-time basis.

Role Summary
To ensure that the hotel is providing the highest possible standards in customer care excellence in every aspect i.e. in the product, presentation, and hospitality to our guests. Perform as a cohesive team that is dedicated to the needs of our customers; we must anticipate and respond to our guests with professionalism, discretion, and goodwill throughout their stay at the Cavalieri Art Hotel.

Essential Duties and Responsibilities

• Greets guests upon arrival, ensuring they feel expected and welcome

• Ensure that the guest receives the accommodation he/she is expecting

• Maintains up-to-date knowledge of the hotel and local services and supplies, to be able to respond to guest queries

• Maintains an awareness of guest profiles through Hotel Management System

• Deals swiftly, efficiently, and sensitively to guest complaints and ensures follow-through

• Process accounts from check‐in through check-out, ensuring accurate posting of food and beverage and ancillary charges

• Accurately administers front desk clerical systems and procedures

• Records all instances of refused business, with a reason for refusal

• Checks the reception desk is organised and operating to an efficient standard and that checklists are completed and forwarded to the Front Office Manager

• Promotes the hotel's outlets and special events at all times

• Maintains awareness of sales opportunities, maximising revenue, meeting and exceeding guest expectations

• Maintains awareness of rate levels to be sold on a daily basis and occupancy levels, and operates in the performance of any reasonable task requested by the management

• Ensures the balance of accounts of the day's business at the end of the shift

• Adheres to all hotel policies, procedures a,nd standards at all times

This job description in no way states or implies that these are the only duties that are to be performed by the employee occupying this position.