Dusit Club Agent

Job Description

PRIMARY RESPONSIBILITIES:

• The Dusit Club Receptionist reports directly to the Assistant Dusit Club Manager and is guided during her shift by a Club Reception Supervisor.
• The Dusit Club Receptionist will participate actively in the Front Office activity for all the Club Rooms and Suites of the Hotel. His/her mission is to reach the best satisfaction from all the guests staying at the Dusit Club.
  
  

• The Dusit Club Receptionist is the Ambassador of the guest relationships, being a major aspect of the work. She will be a reference for the guest who will find that she is the right person to contact because she inspires a friendly, safe & professional feeling.
• The Dusit Club Receptionist will take any opportunity to collect the comments & preferences of the guest, or simply to talk freely. The Club Receptionist does not always standby at the Club Signature Desk, she will have then many other opportunities to play this “Public Relations” role: in the lobby, in the lounge, in the guest corridors.
• Immigration records: The Dusit Club Receptionist will ensure that all the guests who checked in during her shift are fully recorded the same day on the accurate immigration reports.
• VIP treatment: The Dusit Club Receptionist is responsible to ensure that all VIPs expected and in house enjoy the best conditions of stay possible and will take care of each step: preparation work (Room setup, order of VIP amenities & international newspaper, standby in lobby), Check-in process, during the stay and Check-out process, as per standards established.
• Guest requests follow up: The Dusit Club Receptionist will follow up any of the (professionally acceptable) guest requests such as flight reconfirmation, restaurant booking, and recommendations (…) in line with the Dusit procedures. If she does not have the answer, she will follow up with the person concerned (Concierge, Managers) but will not send the guest to another section.
  
  

• Grooming/Attitude: The Dusit Club Receptionist will keep at any time a perfect grooming (uniform, tag, make up, tidy hair…)..
• Greeting/Attitude: In any circumstances, the Dusit Club Receptionist will be smiley, willing to help the guest, will ensure a warm greeting with WAI of any guest arriving at the 31st floor and will keep permanently a positive attitude.
• Follow up: The Club Receptionist will act quickly and efficiently, following the instructions received. Her purpose will be to gain a maximum of time for the guest relationships.
• Organization: She will ensure that her section is perfectly tidy at any time, that the “Operations cupboard” is refill as often as required and that the circuits of operations are followed strictly.
• Check-in & Check-out: The Club Receptionist will ensure that all Check-in and Check-out are made in line with the standards established. She will be especially attentive on the audit, immigration & guest history. She will then ensure that the operations handled by her own are fully completed and correct.
• Communication: She will be attentive on all information received during the different briefings: daily morning briefing, Front Office handover briefing (for afternoon shift) She will be active and dynamic in participating in these different discussion opportunities. During her shift, she will report quickly any problem or question to her manager. The Dusit Club Receptionist will read the logbook at the beginning of shift, follow up and keep it updated during his/her shift.
• Movements in the space: The Dusit Club Receptionist will have initiatives to be at the right place at the right time: the front Desk, Lobby (to welcome all the Club guests and to participate in the co-ordination of the lobby activity), guest corridors (for rooms inspection, to escort guest who is checking in), or in front of the lifts at the 31st floor (to welcome guests expected on the way from the lobby).
• Handover: The Dusit Club Receptionist will ensure a full and detailed handover with the following shift (with Dusit Club Receptionist for the morning shift and with Receptionist for the afternoon shift). She will check in details that her/his cashier report is correct and with the entire backup attached.
• Selling / Upselling: The Club Receptionist has a selling role to play, she has to ensure that all the payment received are accurate with the rate given and she has to increase the hotel revenue tying the upsell the guest who are checking in a tactful manner and in line with the upselling procedures.
• Privacy: The Club Receptionist will be attentive to respect the privacy /confidentiality of the information, or guest names available. She will ensure not to transmit any guest name, or guest history information.
• To ensure that all the standards and procedures established at the Sofitel So Bangkok are reached successfully and permanently.
  
  

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.
  
  

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
  
  

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
  
  

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
  
  

• Minimum education of Bachelor degree in Hotel Management or relevant degree.
• Minimum of 1 years in Club Floor or Guest Service experience
• Have good English communication skills both in written and spoken
• Pleasant personality with good communication and interpersonal skills