Guest Services Executive

PRIMARY OBJECTIVES

To perform check in and check out guests according to hotel procedures and ensure all guests accounts are correct and settled upon check out.

To attend to all guests enquiries and complaints and to ensure guests satisfaction.

To be smart and tidy in personal appearance.

To greet and welcome all guests with a smile and cheerful appearance.

MAIN DUTIES AND RESPONSIBILITIES

To supervise sections in Front Office, such as reception, cashier, telephone, reservation and baggage services. To monitor the junior staff's conduct and job performance and to ensure all staff project a positive corporate image to guests.

To ensure guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. To assist in checking in / out of guests.

To assist to inspect rooms assigned to VIPs before their arrival and ensure that the complimentary amenities are provided in the VIP's room. To ensure that General Manager, Secretary, Sales and other relevant Departments are informed of the VIPs. To meet and escort the VIPs to their rooms.

To check Log Book for messages and follow up actions before commencement of shift. To ensure keys in custody are issued only to authorized personnel. To write correspondence to clarify enquiries and complaints and ascertain reservations. To check housekeeping discrepancy report, report any variance and take corrective actions.

To handle matters concerning guest's undesirable conduct in rooms / public areas, or undesirable persons loitering around lobby area, together with Security Department. To direct guests to the Security department for incidents reports, investigations, thefts, or any offences.

To maintain cash float amount in accordance with expected occupancy. To authorize rate and room changes, paid outs, cash advances, acceptance of cheques in accordance to procedures and credit policies.

To be responsible for training of all reception staff including planning, organizing and conducting On-Job-Training.

To conduct spot checks on the outlets in the absence of Outlet Manager.

To monitor room inventory closely to maximize revenue and occupancy from group allotments.

To be responsible for the evacuation of staff and guests during a fire in the absence of the Fire & Safety Manager.

Any other suitable tasks as and when assigned by Senior Guest Services Manager and Front Office Manager.