SCOPE OF WORK
• Be well- versed with group arrival and departure pattern and requirements. Work closely with the Guest Service Supervisor in ensuring a smooth operation.
• Handle guest complaint and monitor guest history and data input.
• Develop a thorough knowledge of the room locations, types of rooms and special room features.
• Handle check- in and check- out. Ensure the ID or Passport of each arrival guest was scan into the system and transferred to Opera System.
• Liaise closely with Reservations on arrival times, same day reservations, extension of stays and late checkouts.
• Assign rooms before guests arrive – assignment as best as possible to be done at least 2 hours before ETA of guests.
• Check and be aware of the internal function and external event that happens.
• Escort guests to the room upon check in busy time or on leaders required
• Handle money exchange and cash deposit.
• Assign room for arrival of F.I.T and group.
• Greet as many guests as time permits at the reception counter or lobby.
• Clarify the room discrepancy with housekeeping regularly.
• Closely coordinate with Bell Captain/Assistant Chief Concierge for transportation arrangement: pick up, see off, car rental, city tour
• Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready, to check on details of the arrangements and liaise with, Guest Service Supervisor, Guest Service Manager, Assistant Front Office Manager or Front Office Manager to meet guests if necessary.
• Liaise closely with Housekeeping on late checkouts, early arrivals, day use rooms, room move, room changing and special requests.
• Ensure proper and completed take over and hand over of duty for each shift. Follow shift check list and submit to team leader end of shift
• Check and be aware of guest request and preferences through Guest Profile prior guest’s arrival.
• Priority of room assignments are given for arrivals with ETA, VIP’s guests with special requests, return guest, long stay guest, demanding guests, FIT and groups.
• Ensure that room rates, which have been updated by reservations, are followed. Properly report for unexpected rate change
• Monitor closely on early arrivals and late departures.
• Assist reservation department to handle incoming inquiry as required.
• Take appropriate action to resolve guest dissatisfaction
• Assist the service center to arrange the morning call for in house guest, early bird breakfast box for due out guest
• Offer rooming and responsible for the room upselling program.
• Learn and get to know guests (especially regular guests) and their needs, likes, preference and dislikes from guest profile and any correspondence available. Follow daily traces and update guest note on Opera system for incident case/guest complaint
• Monitor room’s inventory on a daily basis.
• Read through the front office logbook and take follow up actions as instructed.
• Check and be aware of relevant House Status information and Rooms Inventory availability.
• Carry out any other reasonable duties and responsibilities as assigned.
• Update all Out of Order and Out of Service rooms.
• Be responsible for ensuring all guests are offered a smooth and speedy check- in, with the emphasis being that all guests are pre- registered and checked- in, in their respective rooms.
• Be aware and keep up to date of relevant hotel product and services and facilities available within hotel vicinity.
• Effectively handle all ‘walk out” guests during the overbooking and update the Guest Service Manager on guest feedback.
