Guest Service Agent

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION

Providing an exceptional guest experience to ensure guests memorable stays through anticipatory service while delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times. Through proficient knowledge of the standards and the ability to deliver anticipatory sincere service, increasing long term guest loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure the highest level of sincere service delivery leading to memorable guest stay by following all Forbes, Leading Quality and Langham Brand standards and Front desk/Langham Touch procedures in person and on the phone, and keep the Rooms Division colleagues and leaders informed
• Assist guests with any inquiry to ensure guest satisfaction
• Follow all The Langham, Boston and departmental procedures and ensure to complete all tasks with appropriate follow through (i.e. Email Pass on, Check list and Pending guest service challenges, daily IAuditor inspection) on every shift
• Have proficient skills and knowledge of Shiji for all aspects of Front desk and Langham Touch areas in order to exceed guest’s expectations and to perform sound day-to-day operations of the departments
• Check-in and Check-out of guests in an efficient and timely manner – including assigning room numbers, issuing keys, obtaining proper method of payment, etc.
• Treat every guest as an unique and important guest leading to a memorable encounter while being fully aware of the departmental and hotels objectives
• Complete all tasks on the check lists in a timely manner and follow through with appropriate colleagues and departments while making sufficient notes for records
• Cashier responsibilities include but are not limited to : making change, foreign currency exchange, obtaining appropriate method of payment, establishing correct payment method when necessary, ensuring guest accounts are in good standing and following up if necessary
• Resolve any guest challenges, recording information and report/communicate accordingly to Supervisor/Manager
• Maintain clear and consistent communication with Front Office colleagues and management
• Contribute to a positive working environment with a strong team spirit
• Must be available variable hours/shifts, including weekends and nights to work at the Front desk and Langham Touch
• Support and fill in as necessary to other Front office area such as Guest relations and Concierge
• Have proficient knowledge of emergency procedures; answer emergency calls; respond to the Fire Alarm Panel and other alarms; execute all emergency responsibilities according to the Emergency Procedures Manual when working at the Langham Touch
• Monitor the Fire Panel at the Langham Touch; report changes to Engineering and Security and document all events
• Operate the telephone console at the Langham touch efficiently and accurately, including: answering all calls while delivering all standards and accessing voice mail features
• Record requests for wake-up calls accurately and deliver wake-up calls while following all service standards
• Know the hotel well; know the functions of each department; answer questions and offer information to callers, direct calls and respond/facilitate communication within departments
• Prepare incoming faxes and print outs for delivery to guests when working at The Langham Touch and record pertinent information
• Additional duties not mentioned above may also be requested by Supervisor/Manager

SUPPORTIVE FUNCTIONS

• Take general initiative with a business-oriented mindset in order to ensure guest satisfaction
• Maintain an irreproachable presentation, contributing to the image of a Five star luxury property
• Impeccable attendance and punctuality
• Compete against a high standard of excellence

JOB KNOWLEDGE, SKILL AND ABILITY

• Work independently with minimal supervision, while being a team player
• Able to remain poised and productive in a fast paced environment with frequent interruptions and changes
• Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction
• Possess strong organizational, communication, and interpersonal skills
• Digital dexterity: strong knowledge of computers (Windows and Microsoft Office) and Shiji management
• Strong team work and detailed oriented

EDUCATION AND/OR EXPERIENCE

• Previous guest service experience in a luxury hotel or luxury brand strongly preferred
• Previous experience in five star standards preferred
• Previous experience in working with international colleagues
• College degree preferred

LANGUAGE SKILLS

• Proficiency in two or more languages both written and spoken strongly preferred

CERTIFICATES, LICENSES, REGISTRATIONS

• CPR certification a plus

PHYSICAL DEMANDS

• Able to stand for length of shift : sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull