Guest Services Officer (Front Office)

Courtyard by Marriott; Novena; On-site; NOK 30,000 - 40,000; Full time

Job summary

A renowned hotel chain in Norway is seeking a dedicated hotel staff member to manage guest registration, fulfill requests, and provide excellent customer service. The ideal candidate will have a high school diploma or equivalent and preferably one year of experience in a similar role. Join this team-focused environment where your contributions directly enhance guest experiences.

Qualifications

• 1 year experience in a similar field is preferred.

Responsibilities

• Register hotel guests into the system and fulfill requests.
• Select and block rooms for arriving guests, considering special requests.
• Coordinate with Housekeeping to meet special requests.

Skills

Customer orientation

Communication skills

Upselling skills

Education

High School Diploma or Equivalent College/University degree

Job description

Register hotel guest into the system with emphasis on fulfilling guest request, following necessary handling instructions and to establish credit policies and procedures

Select and block rooms for arriving guest in taking into consideration special request, pre register VIPS, individuals or groups

Work closely with Housekeeping to ensure that special requests are met and follow up accordingly

Ensure that all guest information is correctly updated into Property Management System and maintained in an organized manner

Utilize the Property Management System to generate Shift and Daily report

Check guest out of the Hotel in accordance to the procedures; make billing changes, post charges accordingly

Ensure all guests complains are heard and reported to Guest Services Supervisor.

Work with Supervisors regarding hotel business to keep them in an informed position

Understand Marriott Brand Standards Audit (BSA) and to ensure consistency in executing the task as per SOPs

Must be ready for new tasks given by Supervisors or Managers

Must know minimum the basics of Marriott Rewards

Must be confident to upsell rooms

Must be customer oriented

Other Functions

Maintain effective communication with other departments

Participate in team and department meetings to share and learn about new procedures, information, special events etc

Ensure a safe working environment for fellow colleagues

Work as a team, helping other colleagues to complete necessary activities in ensuring all guest expectations are met and delivered

Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.

Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.

Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.

Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.

Assist, as required to screen calls for reservations.Ensure accurate, up to date information is given.

Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Carry out reception duties as required

Always put on a smile and greet all guest

Take every opportunity to exceed guest’s/customers’ expectations and achieve fully guest/customer’s engagement.

Any other duties as may be assigned from time to time

JOB SPECIFICATION

Educational / Academic Requirements

High School, Diploma or Equivalent College/University degree

Experience

Preferably 1 year experience in similar field