Guest Service Agent

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 course, 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.

This position represents as the main point of contact for all guest 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 guest.
• 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.
• https://careers.accor.com/global/en/job/guest-service-agent-gsa-in-movenpick-resort-and-spa-bintan-lagoon-lagoi-indon-jid-53840