Reporting to the Front Office Manager, the incumbent is responsible to provide telephone service, handle guest enquiries and co-ordinate guest requests with the respective departments.
RESPONSIBILITIES
- Receive all incoming calls in a courteous manner and responsible for accurate connection and transfer of calls to respective departments
- Have thorough knowledge of operating the switchboard
- Have good knowledge of operating the various systems e.g. FCS, GAC terminal
- Answer guest enquiries and follow up personally to resolve guest request
- Record down all guest’s enquiries/ request on the log book and give courtesy call within 20 minutes
- Responsible for taking and processing of guest wake up calls accurately
- Responsible for monitoring wake-up call log and take appropriate action for bounced wake up calls
- Responsible for coordinating and contacting hotel associates during emergency procedures
- Have thorough knowledge of and assist guests with Hotel’s voicemail system
- Contribute to overall efficiency by performing other relevant duties as assigned
- Report telephone faults promptly
- Knowledge of hotel’s facilities and hours of operation to ensure correct response to guests’ queries
- Knowledge of emergency procedures, ie, fire, evacuation, bomb threat etc
- Identify VIP, regular guests and long stay guests and build rapport to offer personalised services
- Ensure guest needs and reasonable requests are met
- Seek opportunities to continually improve guest services
- Report to Duty Manager if encounter guest’s complaints or receive negative feedback
- Perform any other tasks assigned from time to time by the Front Office Manager
SKILLS & QUALIFICATION REQUIREMENTS
- GCE ‘O’ Level / Diploma in Tourism / Hotel Management or related fields
- Possess good interpersonal and communication skills
- Proficient in systems (preferably Opera) and Microsoft Office
- Willing to work on rotating shifts, public holidays and weekends
WHAT WE OFFER
- Annual Wage Supplement (AWS)
- Performance Bonus*
- Birthday leave
- Medical benefits including flex-benefits (dental, optical)
- Training opportunities
- Career opportunities
We regret that only shortlisted candidates shall be notified.
