Guest Service Agent (Overnight)

PURPOSE AND OBJECTIVES OF POSITION

Provide exceptional and prompt service to ensure guests have memorable stays through anticipatory, sincere service while adhering to all Forbes, Leading Quality, Brand standards, and departmental procedures. This dual-role position requires proficiency in both Guest Service Agent and Bellperson responsibilities, aiming to increase long-term guest loyalty and satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service Agent Duties

• Ensure the highest level of sincere service delivery by following all Forbes, and Brand standards, both in person and over the phone.
• Assist guests with inquiries to ensure complete satisfaction, and keep all Rooms Division colleagues and leaders informed.
• Handle check-ins and check-outs efficiently, including room assignment, key issuance, and obtaining proper methods of payment.
• Possess proficient skills in Shiji PMS for all front desk operations, ensuring smooth day-to-day functioning.
• Address and resolve guest challenges, recording and communicating information to the Supervisor/Manager.
• Perform cashier duties, including handling foreign currency exchange, processing payments, and ensuring guest accounts are in good standing.
• Communicate consistently with Front Office colleagues and contribute to a positive team environment.
• Maintain knowledge of emergency procedures and assist in responding to alarms or emergencies when necessary.
• Operate the telephone console, ensuring calls are answered promptly and in accordance with service standards.
• Know the hotel well; provide accurate information regarding hotel facilities and services.

Bellperson Duties

• Welcome guests by assisting with luggage and packages, retrieving items from cars, buses, or loading docks, and ensuring safe and timely delivery to guest rooms.
• Store and retrieve luggage with high attention to accuracy, following Standard Operating Procedures.
• Deliver guest amenities, packages, and newspapers, ensuring timely and efficient service.
• Assist guests with directions, information on hotel facilities, and local attractions.
• Support nightly audit processes.
• Be familiar with daily events, group activities, and VIPs at the beginning of each shift to ensure personalized guest service.

SUPPORTIVE FUNCTIONS 

• Actively contribute to maintaining the hotel’s image as a five-star luxury property through professional presentation and behavior.
• Be prepared to assist in any other Front Office areas, including Concierge, Guest Relations, and Langham Services when necessary.
• Participate in meetings and training sessions as required.

JOB KNOWLEDGE, SKILL AND ABILITY 

• Ability to work independently with minimal supervision.
• Strong organizational, communication, and interpersonal skills.
• Ability to anticipate guest needs and resolve potential issues proactively.
• Strong computer skills, including proficiency in Windows, Microsoft Office, and Shiji PMS.
• Ability to navigate fast-paced environments, remaining poised and productive during frequent interruptions.
• Sufficient physical stamina and manual dexterity to carry luggage and operate bell carts safely.

SAFETY REQUIREMENTS

• Follow all health and safety procedures, including proper handling of guest items and maintaining secure environments.

EDUCATION AND/OR EXPERIENCE

• Previous experience in a luxury hotel setting with a strong focus on guest service, preferably five-star standards.
• Experience in working with international guests and colleagues is strongly preferred.

LANGUAGE SKILLS

• Proficiency in English, with the ability to communicate clearly and effectively both verbally and in writing.

PHYSICAL DEMANDS

• Ability to stand, walk, and carry luggage for extended periods.
• Ability to lift and carry up to 100 pounds and maneuver bell carts through public areas.