1.0 Basic Function
1) Maintain a smooth relationship between Management and guests. Resolve any problems arising from guests’ complaints and attends to their requests, ensuring results to both the satisfaction of the guests and also protection of the hotel’s interest.
2) Assist the Guest Engagement Manager to supervise the section and stand in during the absence of Guest ) 3)Perform the role in Guest Engagement and knowledgeable reception/Cashering/Tour/
Concierge/Operator.
4) Manage and oversee the property’s social media / feedbacks
5) Attend to FURAMAmints enquires and follow-ups.
6) Planning, coordinating and organizing with other departments for the hotel events.
7) Facilitate Work-From-Home initiative.
8) Managing Provision Store and collaborating closely with working partners.
9) Report duty on time in designated uniform. Be always smart and well-groomed and maintain a friendly and cheerful attitude.
10) Attend to all guests’ enquiries and requests on hotel facilities / services, tourist information / tours, self-service launderette, photocopy service, foreign currencies, provision shop, community workshops and so on.
11) 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.
12) Check and ensure all assigned rooms are prepared according to the Hotel’s standard and all necessary amenities and guest supplies are properly extended.
13) Greet and welcome guests upon arrival and bid farewell upon departure especially in the lobby and at the main entrance.
14) 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.
15) Perform daily due-out, extension of stay, late checkout, no-show, room and rate change based on established procedures.
16) Show and sell rooms to potential guests, such as walk-in guests, and take room reservations, up-sell rooms and other products whenever possible.
17) 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.
18) Issue keycards and related vouchers (e.g. carpark coupons, complimentary drink vouchers) based on the established procedures.
19) Ensure that luggage of all guests is properly taken care of upon check-in and check-out.
20) Carry out “Temporary Luggage Storage” and “Left Luggage” procedures effectively.
21) Count and balance cash float and perform proper handling of cash based on the established procedure.
22) Upkeep and maintain counter space and ensure equipment used are in good working condition.
23) Communicate with other Departments for operational needs.
24) Perform bucket check to ensure laundry and outlet billing docket and correspondence are in order.
25) Manage Club operations at Executive Lounge to ensure smooth operations:
i. Liaise with F&B Department to ensure that breakfast and bar are ready for Club guest usage before the operational hours, and all set up is done according to the Hotel’s established standard.
ii. Check all lightings are set according to the established standard during the operation of Executive Lounge.
iii. Provide services and attention to Club guests during the operational hours.
iv. Upkeep the cleanliness of the Executive Lounge.
v. Check crockery, cutlery and napkins on the dining tables are properly set up based on the established standard at all times.
26) Maintain, order and collect stock of F&B items for operation.
27) Prepare room inspection report, daily duties / operation report and daily logbooks.
28) Attend to guest’s enquiries and requests which may include flight confirmation, tour arrangements and transport arrangements.
29) Gather important information of guests like preferences, birthdays, anniversary or others to create, maintain or update Guest History. Personalise services according to gathered information
30)Handle all problems or complaints quickly, efficiently and courteously. Escalate to Duty Manager if unable to resolve. Attend to guest’s needs personally whenever possible.
31) Make courtesy calls to in-house guests daily for guest relations’ purpose and submit records accordingly.
32) Obtain feedback and suggestion from guests for follow up.
33) Handle all incoming & outgoing calls accordance to the Hotel’s standard:
i. Calls for hotel guests
ii. Calls for staff
iii. Answer inquiries or channel them to the appropriate departments
iv. Nuisance calls
v. overseas calls
34)Familiarize with all the emergency procedures.
35) Prepare various reports for management.
i. Thorough knowledge of the Hotel, premises, surrounding areas and tourist spots.
ii. Familiarity with travel agents and VIP background information.
iii. General understanding of the Front Office and Housekeeping operations in regard to guest accommodation.
iv. Ability to communicate freely with guests. Ability to entertain and accommodate any specific needs raised by guests.
v. Ability to receive and handle all guests courteously and sincerely.
