Duties & Responsibilities
- Guest Welcome & Departure:
- Greet and welcome guests in a professional, friendly, and warm manner, embodying the brand's hospitality standards.
- Efficiently perform guest check-in procedures, including verifying reservations, collecting necessary information, assigning rooms, and issuing keys.
- Handle guest check-out procedures, including preparation of bills, processing payments (cash, credit card, foreign currency), and ensuring settlement.
- Reservations Management:
- Manage online, phone, and walk-in reservations, including modifications and cancellations, accurately inputting and retrieving information from the hotel's property management system (Opera).
- Understand room status, room types, rates, and hotel facilities to make appropriate room selections and effectively manage inventory.
- Guest Services & Communication:
- Serve as the central point of contact for all guest inquiries, requests, and concerns.
- Provide guests with accurate information about hotel amenities, services, rates, promotions, and local attractions/transportation.
- Manage the hotel switchboard, answer phone calls professionally, and relay messages accurately.
- Address guest complaints and issues promptly, professionally, and to the guest's satisfaction, escalating to the supervisor or manager when necessary.
- Handle special requests (e.g., room changes, VIP services) whenever possible and ensure they are coordinated with relevant departments.
- Inter-Departmental Coordination:
- Work closely with the Housekeeping department to ensure room readiness, manage room status discrepancies, and arrange for special guest needs.
- Coordinate with Reservations, Concierge, Bell Desk, and other departments to ensure a seamless and positive guest experience.
- Communicate group arrival details and special requirements to the Sales and other relevant departments.
- Administrative & Financial Duties:
- Process and verify guest payments and financial transactions accurately.
- Maintain updated records of bookings and payments.
- Perform night audit procedures, if assigned to a night shift, and balance financial reports.
- Maintain key control and security for guests and the hotel.
- Sales & Revenue Generation:
- Use suggestive selling techniques to upsell higher-rated rooms and promote hotel facilities and services (e.g., dining, spa).
- Accomplishes the following :
- Room charge.
- Daily check list.
- Blocked room list for HK;
- Work order for signature of Asst. Front Office Manager
- Performs other duties as may be assigned.