Job Description

JOB OVERVIEW Reporting to the Duty Manager, the Guest Services Executive is responsible for all aspects of the front office (rooms division) role in day-to-day hotel operations and responsible for ma JOB OVERVIEW Reporting to the Duty Manager, the Guest Services Executive is responsible for all aspects of the front office (rooms division) role in day-to-day hotel operations and responsible for maximising bookings by delivering a delightful yet efficient booking service. Responsibilities: . Responsible for all internal and external telephone, email, internet and in person' enquiries . Working closely with Sales department to maximise revenue by converting enquiries, recognising business prospects and opportunities to upsell rooms and services, while preventing overbooking situations . Follow up on any cancellation and processing of refunds, monitoring guest complains / feedback and drop-off trends to provide timely feedback to facilitate service improvement . Exercise effective listening to capture relevant information and provide a premium experience for the guest . Ensure all guest requests are effectively delivered to Housekeeping and Front Office, and that follow up is completed punctually to ensure guest expectations are met . Liaise with all departments to ensure the best services is provided to our customers . Process all guest check-ins and check-outs, verifying guest identity, form of payment, assigning room, and activating/ issuing room key . Enter TravelodgeR Rewards information . Ensure rates match market codes, document exceptions . Compile and review daily reports/ logs/ contingency lists . Complete cashier and closing reports (accurate cashier record, including process all payment types, vouchers, paid out, balance and drop receipts & others) . Perform all other duties assigned by Supervisor or Management QUALIFICATIONS & REQUIREMENTS Qualifications: . Primary/ Secondary School/ O Level, Professional Certificate/ NiTEC, Diploma, Advanced/ Higher / Graduate Diploma . PC literate, proficient in MS Office Experience: . Minimum of 2-3 years in travel, tourism, hospitality, hotel or guest services. Experience as hotel reservation agent, concierge or experience in customer service role is an added advantage Personal qualities & attributes: . Able to work on rotating shift, weekends, and PH . Proficient in English (both verbal and written), multilingualism is strongly preferred . Highly detail-oriented, resourceful and intuitive person, who can work both independently and as a team, with strong customer service skills and excellent telephone etiquette . Able to identify problems and issues in a pre-emptive manner, and escalate them to superior promptly or resolve them independently and creatively . A conscientious and flexible communicator who can adapt your style to connect with a wide variety of people . Committed to delivering a high level of customer service Meticulous with strong attention to details with good follow-up