Front Office - Guest Relations Agent

As an integral part of a team, GRA-GEA-ROOMS CONTROL is responsible for continuously looking for ways to improve each guest’s experience. The GRA-GEA-ROOMS CONTROL will serve as the liaison with guests and all operating departments to seamlessly deliver unique and memorable experiences.

Expected to provide exceptional guest experience to project a helpful attitude; provide all information and resources possible to fulfill the guests request and thoughtful anticipation of their needs. The GRA-GEA-ROOMS CONTROL is responsible for handling all communication from pre-arrival to post-departure.

• Being the point of contact for arriving guests by email/phone call.
• Answer the phone in a courteous and professional manner within 3 rings.
• Keep abreast of information about local economy and tourism.
• Coordinates guest requests/special services and communicates with appropriate departments.
• Serves as a liaison between Hotel and Guest, including responding to guest concerns and greeting/escorting special guests.
• Maintains current and comprehensive knowledge of:
  • a.Activities available in the city, including theater, arts, special exhibits, concerts, shows,
  • b.Maintain positive relationships with partners in areas that provide information, ticketing, reservations, etc.
  • c.The proper handling of messages, mail, faxes, telefaxes, packages, flowers, etc.
  • d.All Hotel outlets, their hours of operation, ambiance, menu selection and price range(s).
  • e.Hotel features, services, and phone extensions.
  • f.All menu items, specials, liquor brands, and non-alcoholic selections available in the outlets.
• Recommends attractions, entertainment or facilities within or outside the property, gives accurate directions, and books reservation.
• Anticipates guests’ needs and respond promptly.
• Respond to guest request via application (ALICE)
• Performs administrative duties such as updating logbook, directory, and email.
• Maintain accurate cash bank, vendor and office supplies.
• Perform room assignments according to preference(s).
• Register guests using application.
• Reconciles all vouchers, billings and ensures accurate charges and commissions. Handle all cash transactions for guests and tour activities.
• Checks out guests and prepare folios.
• Handles foreign transaction.
• Works closely with other departments to rectify guest opportunities.
• Establishes rapport with frequent visitors; keeps Guest History updated for future reference.
• Is accountable for maintaining guest history records.
• Handles communication needs during emergency situations. Must be able to understand the Simplex Emergency Panel.
• Maintains cleanliness, sanitation, and organization of work areas at all times.
• Is the “eyes and ears” for the security of the Hotel.
• Performs other related duties as may be required or assigned by management.

Reports To:Front Office Manager

Supervises: none

• High school diploma or equivalent vocational training certificate.
• Minimum two (2) years prior hospitality experience or equivalent, strong guest/customer service skills.
• Experience with property management system helpful.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

• None

• Fluency in speaking, reading and writing in English is required – Fluency in the Japanese language is preferred
• Ensure familiarity with all Hotel services and features.
• Friendly, outgoing personality and professional demeanor.
• Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
• Excellent communication skills, including face to face, email…