Job Description

Summary Guest Services Officer focuses on customer service and foster relationships with other departments to ensure that guests\xe2\x80\x99 needs are met. He/She is responsive to activities that take place at the Front Office area and is a point of contact for guest upon their arrival until their departure from the hotel.

Job Responsibilities

• Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge

• Assist guests with check-in and check-out, and other cashiering duties

• Register guests and assigns rooms according to their reservation confirmation

• Work towards maximising room revenue by upselling higher room categories to guests whenever possible

• Maintain the privacy of all guests by ensuring their details are kept strictly confidential

• Understand all room types and work with Housekeeping to manage room status effectively

• Adhere to proper credit matters and cash handling policies and procedures

• Understand the usage of internal communication logs to communicate effectively with other colleagues

• Assist to perform Executive Lounge and Concierge duties whenever required

• Provide warm welcome and fond farewell in accordance to hotel standards and SOPs

• Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions

• Be familiar with hotel products and services and recommend to guests accordingly

• Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby

• Maintain complete knowledge of all hotel products and services

• Maintain the cleanliness and neatness of the Front Office areas

• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel

• Attend all briefings, meetings and trainings as assigned by management

• Perform other reasonable duties as assigned by the management
  

• Secondary / High school education

• Good reading and oral proficiency in English language

• Ability to speak other languages and basic understanding of local languages will be an advantage

• No experience is required, training will be provided

• Good communication and customer contact skills

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Self-motivated and energetic

• Must be well-presented and professionally groomed at all times