Guest Service Agent
$ 765 / month

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Brunei Jobs
Job category:
Hotel / Travel Jobs
Job vacancy:
Job Offer
$ 765 / month
Brunei Muara
Bandar Seri Begawan
Local area:
The Empire Brunei Jerudong
Ad ID:
Job Details:

Position: Guest Service Agent
Total Vacancy: 1 Male/Female

Job Description:

Purpose of Role

To provide excellent and efficient service to all guests visiting the Hotel.

Responsibility of Role

a. Adhere to the Hotel´s Policies and Procedures
b. Provide excellent guest service
c. Check guests in / out accurately
d. Room guests on arrival
e. Maintain accurate financial transactions
f. Provide room security - key issue

Person Specification

1. Education

a. Diploma in Hotel and Catering Administration
b. A good command of both written and spoken English (essential)
c. Additional languages such as Korean or Chinese would be advantage (desirable)

2. Experience

a. Luxury hotel experience in a Front Office position for one year (desirable)
b. An in depth knowledge of Front Office service and procedures (desirable)
c. Delivery of exceptional customer service and selling skills (essential)

3. Physical requirements

a. Capable of standing for long periods of time and constant walking
b. Assisting in carrying luggage

4. Functional Knowledge

a. Front Office accounting (essential)
b. Competent with using all Opera functions (essential)
c. General Brunei legislation (desirable)
d. Health and Safety standards (essential)

Core Job Functions

1. To deliver guest service exceeding guest expectations through
a. Initiating greetings and fond farewells to all guests in the lobby and approaching the desk
b. Engaging with and making guests feel welcome as individuals
c. Handling all enquiries accurately, efficiently, courteously and patiently
d. Being receptive to guest comments and complaints, responding with empathy and reporting these promptly
e. Escorting guests to their accommodation, anticipating and meeting their requirements
f. Explaining the facilities and offering to make bookings for services
g. Accurately obtaining and entering guest identification into Opera, in accordance the Hotel registration policies
h. Recognizing returning guests and acknowledging them by name and their preferences
i. Initiating verbal communication to support understanding
j. Preparing and verify the accurate issue of guest bedroom keys to the correct guest
k. Assisting in covering the front door and on the porte cochere when the bellmen are engaged elsewhere
l. Knowing about the Hotel services and politely assisting with all general guest enquiries
m. Gathering and recording guest preferences and accurately updating the guest profile
n. Providing reports and information as required by the other service departments
o. Taking room and restaurant reservations efficiently.

2. To efficiently process and manage guest administration and cashiering, including
a. Posting charges accurately
b. Receiving guest payments
c. Exchanging foreign exchanged. Offering a safe deposit service
e. Updating credit card approvals for credit management
f. Balancing all postings and correct posting errors
g. Filling guest registration, correspondence and dockets

Generic Technical Competencies

1. Financial responsibilities

Assist in increasing revenue through
a. Upselling wherever possible
b. Reporting opportunities to increase sales

Following and complying with operational controls for
a. Paid access / provision of services and facilities
b. Issue and use of all keys, guest and master /sub
c. Taking care of and being responsible for keeping guest belongings secured. Collaborating with support departments to achieve required standards and controls

Complying with the Revenue Control Matrix
a. Charging revenue accurately
b. Working accurately with attention to detail
c. Ensuring all guests provide a secure method of payment in advanced. Handling payments accurately and honestly

Supporting effective expense cost management to maximise the departmental profit, in
a. Using materials responsibly, with minimum of waste

2. Health and Safety

Responsible for following and complying with the Health and Safety and Fire policies in all aspects, including
a. Following hotel policies and procedures
b. Following safe methods of working constantly
c. Delivering first aid as required
d. Ensuring compliance with personal hygiene rules and reporting infections and health hazards
e. Reporting risks, including COSHH, H&S and fire related, and reporting these promptly
f. Supporting the effective evacuation and roll call of guests and staff in the event of fire
g. Reporting hazardous situations immediately
h. Reporting all emergencies, dangerous occurances and accidents promptly to Level 2 to 6

Generic Performance Competencies

1. Communication

Demonstrate personal communication skills, including
a. Actively listening with patience to achieve a clear understanding
b. Consistently taking the initiative to keep others fully informed to avoid confusion
c. Expressing self non-verbally, showing respect, attentiveness and understanding
d. Being positive about absent colleagues, stopping gossip, especially malicious, as it undermines trust

Maintaining positive and effective communication with colleagues
a. Understanding and resolving confusion to explain clearly
b. Collaborating with colleagues to work well with others
c. Following Hotel policies and procedures and changes / improvements positively
d. Understanding personal limitations and confidently initiating time escalation to Levels 2 to 6/ GM
e. Attend and contribute constructively in monthly departmental / inter-departmental meetings

2. Contribute to improvements

Be responsible for own performance in the following
a. Maintaining a positive attitude, punctuality and commitment to the role
b. Avoiding unnecessary conflict and reporting issues promptly
c. Attending and contributing positively to training
d. Collaborating with all others to maintain standards
e. Reporting missing / damaged equipment and materials
f. Implementing required changes to improve
g. Delivering Hotel service standards and controls consistently
h. Being self-discplined to do fair share of work

3. Behave according to the Hotel vales:

Collaboration - work effectively, reliably and inclusively with everyone to achieve the vision
a. build and maintain beneficial productive work relationships
b. Work positively together and hold yourself and other accountable
c. Proactively support and set others up for success

Excellent - demonstrate determination, resourcefulness and purpose to deliver the best results
a. Focus and strive for perfection in style, manner, taste and presentation
b. Confront reality and ´fix´ with discipline and urgency
c. Think proactively, establish clear priorities, and be organised

Trust - inspire confidence by always being caring, fair, honest and transparent with all
a. Do the right thing and deliver on promises
b. Talk straight, handle differences with other directly, as they occur, always seeking a solution
c. Show loyalty by giving credit and speaking positively about others in their absence

4. Service Delivery

Following the service standards by
a. Being aware of, understanding and anticipating guest needs
b. Following Hotel policies
c. Putting the guest first when making decisions
d. Delivering service standards, both delivery and EQ, to achieve LQA +90%e. Responding and reporting guest concerns / complaints quickly to Levels 2 to 6

Education Required: National Diploma
Age: 20 - 50 years old
Driving License Class: 3
Basic Salary: B$ 765 / Month
Employment Type: Full Time
Benefit: Duty Meal, Medical Insurance, etc.

Closing date: 28/02/2020

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