Responsibilities:
Check-In/Check-Out:
- Greet guests upon arrival, assist with check-in procedures, and provide relevant information about the hotel's services and facilities.
- Process check-outs efficiently, addressing any guest queries or concerns.
Reservation Handling:
- Manage reservations, including booking modifications and cancellations.
- Ensure accurate recording of guest information in the system.
Up-Selling::
- Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
Customer Service:
- Provide personalized and attentive service to meet guests' needs.
- Handle guest inquiries, requests, and complaints promptly and professionally.
Cashier Duties:
- Handle guest payments, issue invoices, and provide accurate change.
- Maintain a secure and organized cash handling process.
Room Assignment and Control:
- Assign guest rooms based on preferences and availability.
- Monitor and control room inventory, coordinating with housekeeping for room readiness.
Safety and Security:
- Ensure the safety and security of guests by following established protocols.
- Respond to emergencies and report incidents to the appropriate authorities.
Communication and Coordination:
- Collaborate with housekeeping, maintenance, and other departments to ensure smooth guest experiences.
- Communicate special requests and VIP arrangements to relevant departments.
Information Dissemination:
- Disseminate information about hotel promotions, facilities, and local attractions to guests.
- Provide directions and assistance with transportation arrangements.
Record Keeping:
- Maintain accurate and organized guest records.
- Generate reports as required by management.
Problem Resolution:
- Resolve guest issues effectively and escalate matters to supervisors or management when necessary.
- Anticipate and address potential challenges to enhance guest satisfaction.
Qualifications and Requirements:
- Minimum ITE/O Level, certification in hospitality is a plus with one year of work experience
- Candidates with over 2-3 years of customer service experience will be considered for the Executive role
- Proven experience in customer service or front desk roles.
- Excellent communication and interpersonal skills.
- Familiarity with hotel management software and reservation systems.
- Ability to handle cash transactions accurately.
- Strong problem-solving skills and a proactive approach to guest satisfaction.
- Flexibility to work in shifts, including weekends and holidays.
- Impeccable grooming and professional appearance.
- Customer-focused with a genuine passion for hospitality.
