The main responsibilities and tasks of this position are as listed below, but not limited to these:
- To always maintain a friendly and professional image and smile under all circumstances
- To provide courteous service to the guests and respond promptly and tactfully to the guests’ complaints, requests, and enquiries.
- To listen attentively to the guests’ requests and enquires
- To man the Hotel Lobby and interact with the guest when available.
- Ensure all arrival and departure VIPs and Suite guests are taken care of, e.g. rooms are readily available with amenities and cards, welcome and escort guests to room, courtesy call 30 minutes after rooming, and one day before departure, etc.
- To be the person in charge of the Reception Desk and ensure meal breaks are arranged accordingly for all team members.
- To ensure all arrival guests with special request are assigned a room accordingly.
- To ensure all stationaries required has been topped up by the night shift team.
- Night shift to submit request if any reordering is required for next month.
- To assist concierge/bell service during the same shift for guest request.
- To ensure there are sufficient key cards at check in Kiosk and report to Duty Manager if any machine was not logged in or functioning. To report to Duty Manager for any non-functioning kiosk equipment.
- To assist Executive Lounge and Telephone Operator when needed
- To ensure all trace left for the current shift have been resolved and attended to.
- To maintain and update guest records and preferences in the Opera system.
- In charge of the arrival and departure of any group activities
- Consult or inform departments concerned regarding guest feedback and follow up with actions required.
- Follow up with departments concerned and confirm that the task has been completed within the time range communicated.
- In charge of the Front Desk operation for the entire shift and ensure all task on the same shift are to be completed on time and follow the quality standard
- To ensure daily assignment of Executive Floor guest rooms
- To prepare and update daily records for Lounge.
- To maintain and count stock for Lounge equipment.
- To order daily food/ beverage items
- To collect item from hotel store
- To assist delivery of VIP guest room amenities.
- To provide quality service to guests while they are in the lounge.
- To check guest satisfaction for all guests at Lounge.
- To perform any other duties that may be assigned by the Management.
Front Office Executive to handle Chinese guests. Knowledge of Mandarin is essential.
