Furama is looking for passionate Guest Services Officer to join the team! He/She is responsible to perform all functions related to the Executive Floor operation and guest relations to create and upkeep a pleasant experience for guests by rendering warm and personalized services at all times. He/She must also welcome and assist guests on the first level lobby in providing a personalized service with a warm and friendly manner..
Duties & Responsibilities
· Attend to all guests’ enquiries and requests on hotel facilities / services, tourist information / tours, self-service launderette, photocopy service, foreign currencies, retail shop, community workshops and so on.
· Carry out pre-arrival activities which includes, but not limit to, preparing welcome letters for VIPs and Executive Club guests, issuing meal and welcome drink coupons, efficient room assignment, charge Non-Refundable Deposit bookings, check correspondences are attached accordingly.
· Check and ensure all assigned rooms are prepared according to the Hotel’s standard and all necessary amenities and guest supplies are properly extended.
· Greet and welcome guests upon arrival and bid farewell upon departure especially in the lobby and at the main entrance.
· Escort guest to reception counter, perform check-in and check-out or in-room check-in for VIPs. Explain the necessary guest’s entitlements and promote in-house facilities.
· Perform daily due-out, extension of stay, late checkout, no-show, room and rate change based on established procedures.
· Show and sell rooms to potential guests, such as walk-in guests, and take room reservations, up-sell rooms and other products whenever possible.
· Carry out transactions, while adhering to hotel’s accounting and controlling procedure, in different modes of payment such as cash, credit/charged card, corporate account, vouchers, and post transactions accurately to ensure accountability of guest’s expenses. Prepare documents accordingly.
· Issue keycards and related vouchers (e.g. carpark coupons, complimentary drink vouchers) based on the established procedures.
