The main responsibilities and tasks of this position are as listed below, but not limited to these:
- In charge of the Front Desk operation for the entire shift and ensure all task on the same shift are to be completed on time and follow the quality standard
- To check and ensure the Front Desk is fully equipment with all stationary and report any equipment malfunction to the respective department and Duty Manager
- To always maintain a friendly and professional image and smile under all circumstances
- To provide courteous service to the guests and respond promptly and tactfully to the guests’ complaints, requests, and enquiries.
- To listen attentively to the guests’ requests and enquires
- Ensure all arrival and departure VIPs and Suite guests are taken care of, e.g. rooms are readily available with amenities and cards, welcome and escort guests to room, courtesy call 30 minutes after rooming, and one day before departure, etc.
- Night shift to submit request if any reordering is required for next month.
- To ensure close co-ordination with all other team members from Concierge and Bell Desk, Front Office, Security, and all other hotel departments especially with regards to Guest Service Requirements
- To maintain and update guest records and preferences in the Opera system.
- In charge of the arrival and departure of any group activities
- Consult or inform departments concerned regarding guest feedback and follow up with actions required.
- Follow up with departments concerned and confirm that the task has been completed within the time range communicated.
- To conduct daily briefing and updating of hotel information
- To assist concierge/bell service during the same shift for guest request.
- To ensure there are sufficient key cards at check in Kiosk and report to Duty Manager if any machine was not logged in or functioning. To report to Duty Manager for any non-functioning kiosk equipment.
- To assist Executive Lounge and Telephone Operator when needed (after training).
- To ensure all traces left for the current shift have been resolved and attended to.
- To perform any other duties that may be assigned by the Management.
Main Responsibilities at Switchboard:
- Address incoming and outgoing calls.
- Taking messages for in-house guests and internal guests.
- Programming of wake-up calls.
- Giving a reminder wake up calls.
- Sending jobs request from in-house guests and internal department.
- Taking reservations for F&B and update in booking system
- Managing the main email address and response accordingly
- Taking booking for the Spa
- Handling of emergencies such as fire alarm, guest trap in the lift, calling for doctor, calling for ambulance etc.
- Checking on the television channels.
- To perform any other duties that may be assigned by the Management.
Main Responsibilities at Executive Lounge:
- To ensure daily assignment of Executive Floor guest rooms
- To prepare and update daily records for Lounge.
- To maintain and count stock for Lounge equipment.
- To order daily food/ beverage items
- To collect item from hotel store
- To assist delivery of VIP guest room amenities.
- To provide quality service to guests while they are in the lounge.
- To check guest satisfaction for all guests at Lounge.
- To perform any other duties that may be assigned by the Management.
