To promote a professional image and to provide a quick and efficient service to all guests regardless to whether they are resident or non-resident.
Supervise the Front desk operations and ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner.
Meets and greet all guests upon arrival and departure.
Escorts VIP guests to their allocated room and explain the facilities and room features.
Maintains regular contacts with the guests.
Obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions.
Records daily activities and complaints in the guest relations logbook and informs the respective department heads for immediate actions.
Works closely with the Food and Beverages team specially Room Service Team.
Promote all our outlets and any special promotions going on.
Be thoroughly familiar with the hotel procedures and policy concerning reservations, room’s assignments, room charges and credit facilities.
Attends to all the secretarial needs of guests after the opening hours of the business Centre.
Ensures that all the facilities are available to the guests.
Greets guests upon arrival and bids farewell upon departure.
Ensures that, whenever possible, guests receive personal recognition.
Inspects VIP room status and amenities in good order prior to guests’ arrival.
Maintains an active presence in the hotel lobby to greet and assist incoming guests.
Give courtesy calls and complete the call log for Performance Monitor daily.
Promotes inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information.
Assists and coordinates with Front Office reception to ensure consistent service.
Handles guest complaints immediately and follows up thoroughly.
Prepares and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs.
Ensure the safety, security and loss control policies and procedures are compiled with at the front counter and back office area.
Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
Perform any related duties and special projects as requested by the Front Office Manager/Guest Relations Manager and Duty Manager.
Comply with hotel and department policies and procedures at all times.
Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
Be vigilant in regard to in-house credit matters and act upon any discrepancies.
Job Type: Full-time
Education:
Diploma (Preferred)
Experience:
Front Office (Guest Relations): 1 year (Preferred)
