Guest Services Agent

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Boracay and under the direct supervision of the Guest Services Supervisor and within the limits of established policies, procedures and Rooms Division Manual, the Guest Services Agent ensures guest satisfaction by providing personalized service to guests in the most courteous and efficient manner as well as contributing to optimizing room sales.

The position is also responsible for providing complete and accurate information in response to internal and external queries and assists in creating a favorable public image as part of the service.

• Assists the Guest Services Manager in the day-to-day operations
  particularly with regard to arriving, in-house and checking-out VIP
  guests.
• Facilitates check-in and check-out of VIP guests. Escorts VIP arriving
  guests to their rooms and explains facilities of the hotel. Sends-off VIP
  guests.
• Ensures that VIP registration materials are complete and neatly prepared prior to arrival.
• Ensure to do Room Inspection prior to guest arrival.
• Assigns top management to meet VIP arriving guests.
• Ensures a warm welcome to all arriving guests by acting as Lobby Ambassador.
• Ensures a warm send-off by identifying VIPs to be sent-off by General Manager, Resident Manager and Department Head.
• Coordinates with Housekeeping, Room Service, Concierge, Guest
  Service Center and other departments with regards to guest requests,
  amenities and inquiries.
• Updates and records all guest information or locator in the computer
  and ensures all concerned departments are advised accordingly.
• Receives records and handles guest comments, suggestions and complaints for management attention. Reports to the Guest Services Manager and/or Front Office Manager for any complaints requiring immediate attention.
• Facilitates sending out amenity requests for guests that were inconvenienced.
• Sends out the Performance Monitor Questionnaire and completes the
  report daily log.
• Constantly monitors, issues and files any amenities given to guests
  under the Repeat Guest Program.
• Prepares and constantly updates Long Staying Guest contracts on file.
• Conducts daily Courtesy Calls to in-house guests.
• Ensures the knowledge of all Room Types and facilitates to optimize room sales
• Ensures awareness to room situation for the day.
• Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).
• Ensures full knowledge of the computer system and options to render personalized service to guests.
• Promotes inter-hotel sales and in-house facilities and is knowledgeable
  about banquet events, hotel facilities, Food & Beverage outlets and
  activities, special promotions and other information that guests may require.
• Attends the daily Front Office briefing.
• Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.
• Ensure to keep workplace neat and clean at all times.
• Maintains appropriate standard of conduct, dress, hygiene, uniform, appearance and posture according to established guidelines by the hotel.
• Adheres to established policies and procedures of the hotel in all tasks assigned.

QUALIFICATIONS

• Bachelors Degree in Hospitality Management, Tourism, or any related field
• Open to fresh graduates; relevant internship or on-the-job training is a plus
• Excellent communication skills, both verbal and written
• Strong interpersonal skills and a genuine passion for guest service
• Professional, courteous, and confident demeanor
• Ability to multitask and remain calm under pressure
• Knowledge of front office systems or hotel operations is an advantage
• Willing to be assigned in Boracay Island and work on shifting schedules