Guest Service Agent (GSA)

Mövenpick Hotels & Resorts; Kepulauan Riau; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A luxury hotel in Kepulauan Riau is seeking a Guest Relations Officer to ensure outstanding guest satisfaction from arrival to departure. The role involves welcoming guests, handling inquiries, and resolving issues promptly. Candidates must have a diploma in hospitality or business management and experience in an upscale environment. Fluency in the national language and a good command of English are essential. The position is exclusively open to Indonesians, offering a unique opportunity to showcase Swiss-inspired hospitality.

Qualifications

• Prior experience in a front office or food and beverage function.
• Ability in a third language is an added advantage.
• Knowledge of hotel standards and processes are preferred.

Responsibilities

• Ensure the highest level of guest satisfaction.
• Handle guest requests and issues promptly.
• Promote hotel services and loyalty program.

Skills

Fluent in national language

Good working level of English

Experience in upscale environment

Education

Vocational diploma or degree in hospitality or business management

Tools

Property Management System

Job description

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf courses, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

Job Description

This position represents as the main point of contact for all guests who ensures the highest level of guest satisfaction from arrival to departure. Welcomes and answers to guest queries efficiently. Ensure the accuracy of guest billings. Promotes the hotel services and facilities.

Ensuring Exceptional Customer Experience

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests and elite members.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge. Therefore, able to answer guest enquiries confidently.

Core Work Activities

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Assist with any check-in and check-out procedure.
• Ensure that guest is allocated in a room in accordance to guest preferences.
• Handles any customer problems and resolve promptly.
• Informs guests about the formalities including hotel policies, any particular conditions relating to their stay and the services available.
• Answer phone calls in accordance to the standards. Transfer calls if necessary.
• Take charge of group billing and other requirements.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Drive upsell and cross sell initiatives.
• Respects the privacy and security of hotel guests.
• Perform reservation, operator, guest relations and porter functions.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Respects procedures governing invoicing and cash operations.
• Monitors movements in the hotel lobby with discretion.
• Able to provide concierge services such as babysitting request, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant to the brand standards.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation.
• Able to carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Standing, sitting or walking for extended periods of time.

Administration

• All cashiering functions are accurately and properly done. Any supporting internal forms to be documented and approved by FOM.
• Ensure that all the required guest documentation is retrieved, updated on the system and stored safely complying to the private and confidential information policy.
• Internal communications to be consistently updated, acknowledged and passed on to others e.g log book, traces, BEO, etc.
• To balance the cash report and remittance envelope at the end of shift.

Others

• Embedded with the value of Accor (Guest Passion, Trust, Respect, Innovation, Sustainable Performance and the Spirit of Conquest) and the value of Mövenpick (Caring for others is at the heart of what we do) and also able to implement in day to day activities.
• Develop and maintain positive working relationships with others.
• Respects norms concerning hygiene and cleanliness in the workplace.
• Applies the hotel's safety regulations (fire hazards etc).
• Respects and participates in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by Superiors.

Qualifications

• Vocational diploma or degree in hospitality or business management or equivalent.
• Prior experience in upscale environment within front office or food and beverage function.
• Fluent in the national language and a good working level of English. Ability in a third-language is an added advantage.
• Knowledge of international hotel chain standards, Property Management System and hotel processes are preferred.

Additional Information

In compliance with employment laws in Indonesia, this position is only open to Indonesians.