THIS POSITION HAS BEEN FILLED - THANKS TO ALL WHO VIEWED AND APPLIED
OBJECTIVES OF POSITION:
Responsible for the efficient, courteous and professional processing of customer enquiries and, where applicable, for maximizing revenue potential through exercising sales and cashiering skills to ensure the highest conversion rate is achieved at the best possible rate.
PRIMARY DUTIES:
The duties set out below are intended as a guide of the key functions for this position and any additional functions that may be required for such a position will be within the person’s range of skills and competence.
Service Quality and Product Knowledge
Ensuring all customer (including actual and potential guests, actual and potential suppliers and the general public) enquiries are handled in a polite, efficient, friendly and professional manner at all times;
Ensuring the highest yield is achieved at the best possible rate when processing booking transactions;
Ensuring the Hotel telephone system is answered professionally and in accordance with the prescribed guidelines. The telephone should be answered within 3 rings;
Ensuring that all reservation details, cashiering and amendments to guests’ details are loaded accurately into the Hotel booking system. This includes category, booking sources and channels for sales and marketing purposes;
Ensuring all group and FIT arrivals for the day are prepared, keys are available, breakfast vouchers distributed and any other group or FIT requests are organized;
Ensuring repeat guests are recognized and any special requests are met;
Possessing complete and current knowledge of Hotel products and services including room types, rates and packages for sale, operating hours, costs, etc
Hotel Operations and TransactionsConfirming accurate selling rates for the day as advised by the Reservations and/or Sales Department;
Monitoring Hotel occupancy availability and advise Duty Manager of any fluctuations on 100% occupancy expectations;
Ensuring all floats are counted and balanced;
Ensuring Hotel server and interface are running;
Logging any computer problems and reporting them to the Duty Manager;
Printing arrival reports and crosschecking for correct rates, dates, duplicates and VIP status;
Processing gift orders;
Attaching correct guest files to repeat guest reservations;
Processing all deposits for guaranteed reservations, No Shows, refunds amendments and cashiering as advised by the Duty Manager;
Maintaining, with the assistance of the Duty Manager where applicable, a systematic and accurate procedure for ensuring that rates are loaded into CMS and all web based reservations systems;
Ensuring all credit-related items are received from guests during check in and passed to the Duty Manager or as otherwise required;
Printing relevant reports after departure and at the end of shift from the Hotel CMS system
Profit Contribution
Exercising selling skills to optimize transient revenue by selling and up-selling Hotel products and services in accordance with current sales strategies;
Minimising costs for material equipment and stock purchases;
Forwarding all leads for group business and transient corporate accounts to the Sales and/or Marketing Department for follow up
General and Administration
Arriving at work on time and maintaining a neat, tidy and professional appearance;
Ensuring that filing is completed on a daily basis and files are archived on a monthly basis;
Ensuring all correspondence including e-mails, faxes and letters are responded to within 24 hours;
Developing a harmonious working relationship with all other departments within the property;
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Attending meetings and training sessions as required;
Ensuring office areas are kept neat and tidy and that Occupational Health & Safety requirements are maintained and enforced;
Contributing to continuous improvement processes for the team;
Carry out other requests as directed by hotel management.
Apply to email
ahilt@metrohg.com.au
Due to a recent change in the department, we are seeking a dynamic and friendly Guest Service Agent to join our busy Front Office team who understands, meets and continually wants to exceed our guest's expectations.
