Nhân Viên Dịch Vụ Khách Hàng/Guest Service Agent

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

• Registers and rooms all arrivals according to established procedures

• Maintains intimate knowledge of departmental standards and procedures

• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation

• Maintains cashier float and ensures accurate daily report of all money received

• Cashes hotel guest’s personal and travelers checks and assists with currency exchange

• Keeps abreast of all modifications to accounting policies and procedures

• Responsible and attends to guest’s request of using the service of safety box at all times

• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Accor Loyalty programs.

• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Duty Manager if he/she unable to assist

• Is familiar with other Accor hotels so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Accor hotel

• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

• Performs the audit balances and prepares all works for audit in an orderly fashion

• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read fax, e-mail, messages, and how to interpret availability sources within the reservation systems

• Maintains exemplary department standards of behavior and appearance and attitude as expected in a Novotel

• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times

• Endeavors to maintain the high standards of the hotel with particular regard to the importance of A/Club member and other VIP’s and with reference to hotel and to be a health or safety hazard

• Conversant with emergency evacuation and fire procedures for relevant department

• Perform any other task assigned based on the hotel needs or requirements.