Your day to day

Be fully conversant with all hotel facilities and services.
To process check-in and check-out according to the hotel policies and procedures.
To complete the guest's registration form and ensure all details are accurately captured.
Courteously and promptly handle all reservations enquiries on phone, emails, etc.
Act on flags and special requests.
Membership Enrolment to offered at any point of contact for non-member Guest.
Ensure all guest complaints are dealt with immediately, then followed up according to the procedures and all complaints registered in the logbook.
Supervise the lobby area to ensure they are tidy at all times, including in house music. Report and follow up on any defects and technical faults in the public areas.
Ensure that Maximum Courtesy calls given to arrivals and in House to ensure of Guests Satisfaction and record it in PMS.
Maintain detailed awareness or information regarding arrivals, their accommodation requirements, special needs and expected departures of the day.
Follow up VIP reservations and issue VIP amenities and any other special service requests in accordance with hotel practices.
Prepare all records connected with pre-registration for VIP, extended stays and repeat guests.
Makes morning/evening rounds in the hotel to know of any positive or negative feedback from the guests and reports them to management.
Actual selling of hotel facilities and special events.
Answer queries on house facilities and places of tourist interest.
Assure accountability for cash float issued.
Maintain confidentiality with regard to guest's personal information.
Provide assistance to guests on all matters relating to their stay.
Act on any complaint received.

What We Need From You

RESPONSIBLE BUSINESS

Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
Prepare room discrepancy report and ensure a double checking is made with housekeeping and change of status.
Communicate all departures to housekeeping promptly
Ensure that all irregularities are reported to your immediate supervisor.
Report Metal & Master keys not retrieved or lost to Front Office Manager

FINANCIAL RETURN

To ensure that the hotel's credit and payment policy is adhered at all times.
Maintain cash float & reconcile daily
Follow up payment of in-house accounts.

PEOPLE

Oversee work performance of new GSAs when it comes to posting, audit and cash balance reporting.
Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the front office department.

GENERAL

Communicate effectively with all other departments.
Attend meetings, training sessions and any other required meeting or training session.
Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
All client requests are acted on and in accordance with service standards.
Maintains a professional and organised work environment
Guest satisfaction feedback.
Accuracy of work, cash handling and financial.
Personal presentation and commitment to the company's core values.

What We Need From You

PERSONAL CHARACTERISTIC

Education

High School or Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable

Experience

Previous hotel front desk experience

Technical/ Skills

Competent Word, Excel, PowerPoint and hotel PMS
Competent Oral and Written English Communication Skills
Strong organisational and work co-ordinating skills to handle multiple assignments and projects

Personal Attributes

Can do attitude and a high level of energy
Self-motivated and able to manage with strong initiative
Professionally groomed
Able to work under pressure and on shift schedule

Adaptable to change

Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.

Guest Service Agent