Guest Service Agent​/Associate Omani

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check‑in through check‑out and complete audits, as required.

• Achieve positive outcomes from Guest queries in a timely and efficient manner.
• Ensure an efficient reception experience for Guests, including check‑in/out, and complete audit procedures, as required.
• Ensure the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
• Demonstrate a high level of customer service at all times.
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Maximize room occupancy and use up‑selling techniques to promote hotel services and facilities.
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front‑of‑house equipment and property management systems.
• Follow company brand standards.
• Assist other departments, as necessary.

Summary Of Position
Responsible for providing friendly, efficient and professional service to the guests for all aspects related to front office. To be a touch point for the guests at arrival, departure and throughout their stay. To anticipate guest needs, efficiently handle cash transactions and provide guests with the highest level of service while adhering to Hilton Worldwide standards.

Front Desk Supervisor >
Reception Manager >
Guest Operations Manager

• Execute duties as assigned by the management, FOM or the GS Supervisor FO.
• Ensure proper grooming standards are being followed with proper body posture and natural smile ready to serve our guests.
• Ensure all FO areas (Front Desk, Luggage Room & Lobby area) are clean and tidy.
• Ensure working area is properly stocked with operational stationery and request additional supplies whenever required.
• Monitor the FO stocks and take action accordingly.
• Ensure The Shop is properly stocked with goods and communicate with F&D if further action is required.
• Be a reliable member of the Guest Service FO Team and a collaborative colleague whose passion for hosting can be observed every day.
• Work, maintain & exceed departmental targets as well as individual targets of HH Enrollments, Upselling (Rooms & Meals), Stay Experience, KIPSU & Guest preferences (CRM).
• Be an ambassador of the Front Office and the hotel, in and outside the workplace.
• Respect, promote and follow “Welcome guest, Serve the guest, Answer phone calls, provide information, Flawless standardized Check‑In & Out experience as well as handling guest complaints & requests.”
• Assist guests in all possible ways (Hotel Information, City Information & Sightseeing, Arranging Transportation, Locations, City Facilities, Luggage assistance, Escorting to the hotel facilities, Serving from The Shop, Order Taking or any other help the guest might require).
• Record all guest complaints and track them properly to avoid recurrence.
• Offer a warm welcome to all guests and ensure they enjoy their stay and receive the finest personal service.
• Greet and escort guests personally rather than merely pointing directions, whenever possible.
• Stay aware of all VIPs visiting or staying in the hotel as well as those arriving.
• Stay aware of all hotel offers, pricing, events, internal events, global changes, city vibes and share the information accordingly.
• Maintain an accurate Guest History & profiles, ensuring all profiles are correctly updated and merged to avoid duplicates.
• Check arrival lists and block rooms according to guest requests and needs, upsell where possible, especially for VIPs.
• Balance the hotel rooms inventory properly.
• Follow all local government requirements concerning hotel guests and files.
• Handle guest files and folios, ensuring all…