Job Brief:
Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities. Allocate rooms to all arriving guests after checking the guest preferences. Check guest satisfaction and do any possible first-hand service recovery step.
Job Responsibilities:
- Always deliver exceptional guest service according to the hotel standard operating procedure.
- Maintain positive and professional guests and colleague’s interaction with good working relationships.
- Personally, and frequently verify that guests are receiving the best possible service during check-in and check-out.
- Provide excellent service to internal customers as appropriate.
- Register hotel guests following Front Office policies and procedures.
- Be familiar with the hotel's products, services, and policies.
- Work closely with other colleagues and departments in a supportive and flexible manner, focus on the overall success of the hotel and the satisfaction of the hotel guest.
- Support and embrace the spirit of "Team Work".
- To be familiar with the PMS system.
- Safeguard the cash float assigned and to be fully accountable for it.
- Receive, acknowledge, and relay all telephone calls to the parties concerned in a fast, accurate, and courteous manner.
- Provide courteous service to the guest and respond promptly and tactfully to the guest's complaints, requests, and inquiries.
- To be familiar with the measure and the steps to be taken when the system fails and all backup procedures.
- Inform the relevant department of any arrivals, room changes, check-outs, defects, and any other arrangements.
- Determinates guest's reservation status and identifies how long the guest will stay.
- Helps guest complete registration cards and accommodating special requests whenever possible.
- Performs cashiering tasks like invoice settlement, posting charges to the guest, raising paid outs.
- Report any discrepancies such as skippers and dispute on bills so that action can be taken, and no loss is suffered.
- Can handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
- Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-out, late check-out, early check-ins, special requests, and day-use rooms.
- Ensure a high level of product knowledge of the hotel and local area and know the daily happenings in the hotel.
- Ensure the Duty Manager and Front Office Manager are kept fully aware of any relevant feedback from either the customers or from other departments.
- Assist guests with any inquiries regarding local entertainment, restaurants, or transportation.
- Maintains guest room key storage and maintains and supervises access to safe deposit boxes.
- Rules and regulations, grooming codes and code of conduct of employees as well as customer relations are always adhered to.
- Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state.
- Check and always maintain stock at par level.
- Always maintain excellent grooming when on duty and to have discipline.
- To report any comment, irregular behaviors and activities to the Duty Manager.
- Perform any other duties assigned by Duty Manager / Front Office Manager / Rooms Division Manager.
Job Requirements:
- SPM Previous experience working in a luxury 4 or 5-star hotel environment.
- Microsoft Office and tech savvy
- Able to converse in Bahasa and English, additional local language will be advantage.
- A team player.
- Pro active.
- Passion to serve
- Reliable
- High integrity
- Fast learner
- Good communication skills
- Good relationship management skills with internal and external guests.
- Confident