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 sell, register and assign rooms to incoming guests, ensuring that all details are filled up correctly on registration card.
- To issue program room keycards and validate duplicate room keycards to guests.
- To attend to all requests and requirements from guests promptly and handle complaints tactfully.
- To assist walk-in guests and in-house guests with alternative accommodation in the event of a full house situation.
- To inform other departments of arrival, room changes, check out and special arrangements.
- To maintain mails and information desk routines as per procedures.
- To answer telephone and guest enquiries.
- To receive and hold in safe custody on all foreign currencies made by guest as Deposit.
- To offer up-selling of rooms to a higher category of room type.
- To accept and take down reservations in the absence of Reservation Staff.
- To liaise with Guest Services Manager or Supervisor regarding on complaints and special requests.
- To perform check out procedures and to ensure all bills are settled by guests upon departure.
- To receive monies from guests in payment of outstanding bills and to refund monies to guests when there is a credit balance due.
- To balance cash float, credit card transactions and other transactions at end of each shift.
- To check all guests bills before presentation to guest upon guest check out.
- To collect or charge all monies due to the hotel to the respective travel agents or companies.
- To perform cashiering and maintain a complete record of guests account.
- To declare all cash shortages or excess to Finance Department.
- To file documents and relevant of reports in proper file.
- To co-ordinate with Sales Department, Housekeeping Department, any other department and Front Office staff to ensure hotel's objective to provide the most efficient services to guests is achieved.
- Any other suitable tasks as and when assigned by Superior.
