Job Description
- To perform all functions related to the Executive Floor operation and guest relations to create and upkeep a pleasant experience for guests by rendering warm and personalized services at all times.
- Assign rooms for VIPs, EC guests and preferred corporate guests and liaise with Front Desk for efficient control of rooms.
- To perform check-in/check-out duties at the Reception.
- 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.
- Check and ensure all assigned rooms are prepared according to the Hotel’s standard and all necessary amenities and guest supplies are properly extended. Greet and welcome guests upon arrival and bid farewell upon departure especially in the lobby and at the main entrance.
- 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.
- Escort guests for check-in at the reception counter or check-in VIPs or preferred corporate guests in room.
- Highlight the main perks to guests and promote in-house facilities.
- Ensure smooth operations during the breakfast and cocktail hours which include the following:
- - Liaise with F&B Department to ensure that breakfast and bar are ready for Executive Club usage before the operational hours and all set up is done according to the Hotel’s established standard.
- - Provide services and attention to Executive Club guests during the operational hours.
- - Liaise with F&B Department for clearing the chafing dishes and other equipment.
- - Ensure that the cleanliness of the Executive Club Lounge is properly maintained.
- - Ensure all crockery, cutlery and napkins on the dining tables are properly set up based on the established standard at all times.
- Maintain, order and collect stock of F&B items for operation.
- Prepare room inspection report, daily duties / operation report and daily log books.
- Attend to guest’s enquiries and requests which may include flight confirmation and tour arrangement.
- Show rooms to potential guests.
- Gather important information of guests like birthdays, anniversary or others to create, maintain or update Guest History.
- Ensure that all problems or complaints are handled quickly, efficiently and courteously. Attend to guest’s needs personally whenever possible.
- Make courtesy calls to In-House guests daily for guest relations’ purpose and submit records accordingly.
- Obtain feedback and suggestion from guests for follow up.
- Be familiar with all emergency procedures and hotel policies.
- Report physical defects and hazards found in Hotel premises to Duty Manager.
- Perform daily due-out, extension of stay, late checkout, no-show, room and rate change based on established procedures.
- Show and sell rooms to potential guests, such as walk-in guests, and take room reservations, up-sell rooms and other products whenever possible.
- 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.
- Ensure that luggage of all guests is properly taken care of upon check-in and check-out.
- Count and balance cash float and perform proper handling of cash based on the established procedure.
- Handle all incoming & outgoing calls accordance to the Hotel’s standard.
- Perform other duties which may be assigned from time to time.
Job Requirements
Knowledge and Skills
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.
Education, Training Qualifications
GCE 'N' / ‘O’ Level
Experience
Minimum 2 years of experience in customer service
