Summary
Guest Services Officer focuses on customer service and foster relationships with other departments to ensure that guests’ needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel.
Job Responsibilities
· 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
· Work towards maximising room revenue by upselling higher room categories to guests whenever possible
· 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
· Assist to perform Executive Lounge and Concierge duties whenever required
· Provide warm welcome and fond farewell in accordance to hotel standards and SOPs
· 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
Qualifications / Experience
· Secondary / High school education
· Good reading and oral proficiency in English language
· Ability to speak other languages and basic understanding of local languages will be an advantage
· No experience is required, training will be provided
· Good communication and customer contact skills
· Service oriented with an eye for details
· Ability to work effectively and contribute in a team
· Self-motivated and energetic
· Must be well-presented and professionally groomed at all times
