Create, amend or cancel room reservations for guests, including group arrivals.
· Pre-assign rooms and monitor on departures.
· Coordinate with Housekeeping for the assignment and preparation of rooms for guest arrivals.
· Perform check-in and checkout functions in a friendly and professional manner for all guests, including the welcoming of VIPs, group and individual travellers. Escort guest to room for in-room registration, if required.
· Assign the requested room type and perform room move according to guest requests.
· Upsell higher categories of rooms / introduce Instant Award to guests to increase hotel revenue.
· Obtain guest particulars and update them, including guest preferences, in guest history.
· Perform foreign currency exchange and travellers cheques exchange in an accurate manner in accordance to hotel policies and procedures.
· Post mini-bar charges to guest folios for any last-minute consumption by guests upon departure.
· Post room charges for early check-in, late departures or for discrepancies in room rates.
· Post rebates for room charges, mini-bar consumption and other disputes claimed by guests, which have been agreed/ instructed by the Duty Manager.
· Coordinate with Banquet, Catering, Sales, Rooms Reservation and Credit departments for the updating or amendment of billing instructions.
· Perform cashier closure and any other cashiering duties.
· Perform pre-night audit functions.
· Follow-up on tasks and all outstanding matters to ensure that outstanding matters are resolved timely and according to guest requests.
· Provide information on Marriott Bonvoy programme.
· Enrol guests to the Marriott Bonvoy programme of the hotel.
· Assist guests with the preparation and updating of room keys.
· Perform file maintenance and other backup procedures in accordance to procedures set by the IS department.
· Maintain order and cleanliness of the Front Desk and back office area.
· Ensure that all equipment is well maintained and handled with care at all times.
· Extend warm welcome and provide directions and information to guests while at the lobby.
