Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge.
Assist guests with check-in and check-out, and other cashiering duties.
Register guests and assigns rooms according to their reservation confirmation.
Prepare VIP arrivals for all arrival transfer guests, loyalty member guests and suite paying guests.
Prepare VIP list and send email out to all operations department daily.
To recommend tourist attractions and places to visit
Maintain the privacy of all guests by ensuring their details are kept strictly confidential
Understand all room types and work with Housekeeping to manage room status effectively
Adhere to proper credit matters and cash handling policies and procedures
Understand the usage of internal communication logs to communicate effectively with other colleagues
Handle guest feedback and attempt to perform first person recovery steps
Prepare VIP amenities for Gold, Platinum, Diamond, Limitless members as well as suite paying guests daily.
Update, check and input ACDC
Prepare Decoration for guests who opted for the package
Monitor guest relations emails and respond to them effectively
Provide guidance and on job training for Guest Services Officer
Ensure and check that all daily guest relations tasks are completed
Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
Assist to perform Executive Lounge and Concierge duties whenever required
Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
Be familiar with hotel products and services and recommend to guests accordingly
Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
Maintain complete knowledge of all hotel products and services
Maintain the cleanliness and neatness of the Front Office areas
Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
Attend all briefings, meetings and trainings as assigned by management
Perform other reasonable duties as assigned by the management
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