Guest Services Agent

Daily Duties

• Responsible for maintaining the Legendary
  Quality Experience – LQE
• To meet and greet guests upon arrival at
  the Main lobby
• To ensure all rooms assigned for arrivals are ready
  prior to guest’s arrival
• Ensure all bills for Mandarin Oriental Club
  floor guests are updated and correctly posted prior to guests’ departure


• Provide quality service, with colleagues as well as guests by responding
  to their requests promptly, efficient and courteous manner during check-in
  and check-out and during their stay
• Adhere to hotel policies strictly
  regarding the use of cash banks
• Check cash float at the beginning
  and the end of every shift ensuring at all times that the amount
  are correct
• Check and ensure that all guest’s bills are charged
  and posted to the correct folio and accurately
• Communicate clearly
  with Guest Services Agents, Housekeeping, Room Service, Duty Manager
  and Accounts Department so as to keep queries minimum
• Establish a good
  working knowledge of the account department so as to facilitate guest
  and management requests for historical data
• Ensure that all filing
  are done correctly and up to date at all times
• To liaise closely
  with Concierge on luggage and transfers arrangement for those due to depart
  early morning
• Continuously strive to meet Front Office objectives, i.e.
  up selling, express checkout, guest history preferences, restaurant reservations
  etc.
• Always upkeep and maintain work station in clean and tidy manner
  at all times
• Escort all VIP, Top and Tip Top guests to rooms


• Soliciting with guests in the lobby to obtain any feedback from guests
  and inform management accordingly
• Perform any other duties as required
  by the department head from time to time
• Must be well versed with Food
  and Beverage services/knowledge
• Commitment to the standards of the IMS
  system in Health, Safety, Quality and Environmental protection


• Participate in the effective implementation of the IMS policy
  and procedures
• Attend training on IMS system Follow through
  in achieving OTPs
• Identify areas of improvement through CPAR
  or suggestions
• Participating in identification of new activities
  that are in relation to EASI and HIRA
• Play an effective role as a FHLSS
  committee member, if nominated