- Organize and manage the Front Desk Counter with tact and diplomacy.
- Check VIP/Wedding rooms are blocked for arrival.
- Check room change book for any room change to follow up.
- Check and resolve traces.
- Prepare and tally show rooms available.
- To monitor for Travel Agent group arrival.
- Ensure all check-in and out procedures are followed.
- Ensure all reports are completed and distributed in time.
- Ensure all pre-arrival activities are done prior to guests' arrival.
- Update team members with the latest information.
- Ensure security measures are taken in handling of room keys.
- Ensure all registration cards are accurate and filled up and saved.
- To ensure complimentary car park tickets are available. And to communicate with the Security team to prepare new ones.
- To assist guests on the Kiosk's check in and out.
- To follow each shift task/ check list to complete all listed tasks in a quality manner.
- Close cash and bank in at end of the shift before close the shift. Ensure all paperwork is verified by Duty Manager and submit it to finance.
- To pass over any follow ups to next shift fully.
- To assist bell service/Concierge on related matters, such as giving directions and offering luggage assistance when required
- Show good salesmanship when selling rooms to maximize room occupancy at the highest rate.
- Coordinate with other sections of the Front Office and other departments in the hotel.
- Liaise with reservation regarding bookings and problems during check-in.
- Consult or inform departments concerned regarding complaints and follow up with action required.
- Always follow up with department concern and confirm that the job is completed in the shortest time possible.
- To refer to Guest Service Executive/Duty Manager if complaints and requests cannot be handled.
- To report to Duty Manager for any missing, non - functioning equipment at Reception counter
- To check and replenish the in-room amenities and stationery keep by Front Office and report to DM for replenishment.
- To be able to master the skills of switch board to cover a full shift at operator.
- To perform any other duties that may be assigned by the Management.
- Address incoming and outgoing calls.
- Taking messages for in-house guests and internal guests.
- Programming of wake-up calls.
- Giving a reminder wake up calls.
- Sending jobs request from in-house guests and internal department.
- Taking reservations for F&B and update in booking system
- Managing the main email address and response accordingly
- Taking booking for the Spa
- Handling of emergencies such as fire alarm, guest trap in the lift, calling for doctor, calling for ambulance etc.
- Checking on the television channels.
- To perform any other duties that may be assigned by the Management.
- To work at Executive Lounge for Reception and F&B duties, for morning and afternoon shifts when required
- To perform any other duties that may be assigned by the Management.
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Description
Roles & ResponsibilitiesThe main responsibilities and tasks of this position are listed as, but not limited to the following:
Main Responsibilities at Switchboard:
Main Responsibilities at Executive Lounge:
Front Office
Training Development
Microsoft Office
Quality Assurance
Housekeeping
Property
Selling
Accounting
Authorization
Transportation
Cashiering
Travel Planning
Diplomacy
Customer Service
Cocktails
Hospitality
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