Guest Service Officer directly addresses the needs of all guests/customer and ensures an exceptional guest/customer experience. He/She is responsible in increasing overall guest’s stay experience. Responsible meet and exceed guest expectations by providing efficient and courteous in accordance to Serviced Suites requirement.
Primary Responsibilities:
- Treating all guest with respect and handles rooms reservations or walk-in requests, registration processes or complains with professionalism, paying special attention to Long Staying Guest (LSG) and VIPS.
- To develop and maintain close business contact with the in-house guests to provide a positive impression.
- Handles all incoming calls from internal or external parties to address the needs of all guests. Ensures that every call received is attended to promptly and pleasantly, takes messages accurately and delivers all wake-up calls request timely in accordance with Pan Pacific guidelines as well as doing follow up call with LSG to obtain guest requirement during stay, feedback and special preferences.
- Ensure timely reply to any guest enquiries via websites and email enquiry.
- Plan, organize, coordinate quarterly activities for guest and recommend ideas to enhance guest stay experience.
- To ensure all guests data are updated in PMS system.
- To be well equipped with Food and Beverage knowledge and skills to facilitate Pacific Lounge operations during breakfast and to always follow Food and Beverage Safety and Hygiene policies and procedures
- To maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge and Living Room.
- Work closely with the team & other departments to ensure all information are shared promptly.
- Treating all guest with respect and handles rooms reservations or walk-in requests, registration processes or complains with professionalism.
- Performs Cashier-related function such as posting charges to guest as well as ensuring all transactions are well accounted for. To assume responsibility and accountability for the safekeeping and handling of the Front Office Cash Float.
- Develop the desired salesmanship skills to maximize on the room revenue and provide our guests with options. He/she must be knowledgeable to present pricing options/alternatives to meet guests’ request.
- To be well versed in property’s standard procedures, current products, services, promotions, events, activities as well as operating hours of establishment. Ensuring that all Key Policies of this hotel are enforced and adhered to.
- To develop a working knowledge of Property Management System (PMS) to aid in the various job function.
- To prepare welcome folders and relevant materials for LSG guests and before the arrival.
- Handling all incoming calls from internal or external parties in a promptly and pleasantly manner.
- To continuously strive to meet Front office objective i.e. up-selling, guest preferences, Discovery Loyalty Programme etc.
- To ensure all vouchers, such as rebate, paid out’s, voided etc for the AGRM/OM has proper authorisation before submission to Finance department.
- To perform other duties assigned by the Management from time to time.
