Key Responsibilities
Guest Services
Welcome guests warmly and assist with check-in/check-out procedures under supervision.
Handle guest queries, give hotel information, and guide them to facilities/services.
Coordinate luggage assistance with the Bell Desk when required.
Assist in managing guest requests and ensuring timely follow-up.
Operational Tasks
Support in preparing guest registration cards, keys, and welcome amenities.
Help in updating guest profiles and ensuring accurate data entry in PMS (Opera).
Observe handling of reservations, walk-ins, room allocation, and upselling techniques.
Monitor lobby cleanliness and report any issues to housekeeping or engineering.
Communication & Coordination
Coordinate with housekeeping for room readiness and with other departments for guest needs.
Assist in answering telephone inquiries politely and professionally.
Learn daily shift handover procedures and assist in preparing reports.
Learning & Development
Participate in training on PMS operations, guest communication skills, and brand standards.
Shadow Guest Service Associates and Duty Managers to understand workflow.
Learn complaint-handling and service recovery techniques.