Job Summary
The incumbent in this position is responsible for checking-in and checking-out our guests on the Club Lounge/ Apartment Floor in a friendly and caring manner. At all time, he/she displays a professional and positive image of the hotel as he/she plays a crucial role in the first and last impression the guest will have of the hotel.
The incumbent in this position is responsible for checking-in and checking-out our guests on the Club Lounge/ Apartment Floor in a friendly and caring manner. At all time, he/she displays a professional and positive image of the hotel as he/she plays a crucial role in the first and last impression the guest will have of the hotel.
Qualifications
·
Diploma or Certificate in Front
Office Operations or Higher qualification in Hotel Management.
·
Must be computer literate – working
knowledge of office packages – word, excel.
·
Experience: A minimum of three (2)
years experience in a similar position, additional language ability is a plus /
Minimum of three (2) years experience with a noted Hotel/Brand.
·
Knowledge of cashier operations.
·
Knowledge of Hotel business operations.
Skills
·
Communicate clearly and understand
the predominant language(s) of our guests.
·
Work in a standing position for long
periods of time (up to 6 hours).
·
Proficient in computer operations
including hotel management system, word, excel & outlook.
·
Good people management skills.
·
Must be flexible and adaptable to
change.
·
Demonstrate time management and
organizational skills.
·
Must be internally motivated and
detail oriented.
·
Must be able to work a flexible
schedule including days, weekends and holidays.
·
Punctuality and regular and reliable
attendance.
·
Honesty and Integrity.
·
Building teamwork.
·
Interpersonal skills; customer
service orientation, communication skills.
·
Writing skills: able to write welcome
letters and apologies to guests.
·
Listening & oral skills.
Responsibilities
·
Registers guests and assigns rooms,
accommodates special requests whenever possible.
·
Assists in pre-registration and
blocking of rooms for arrivals.
·
Thoroughly understands and adheres to
proper credit, checks cashing, and cash-handling policies and procedures.
·
Understands room status and room
status tracking.
·
Knows room locations, types of rooms
available and room rates.
·
Uses suggestive selling techniques to
sell rooms and to promote other services of the Hotel.
·
Coordinates room status, updates with
the Housekeeping Department by notifying them of all check outs, early check
ins, special requests and day-use rooms.
·
Prepare arrival reports and share
with the concerned departments.
·
Conduct room inspections and
coordinate your findings with the necessary departments.
·
Ensure the cleanliness and neatness
of the Club Lounge areas.
·
Possesses a working knowledge
of the reservation department, takes same day reservation and future
reservation when necessary. Knows cancellation procedures.
·
Uses proper telephone etiquette.
·
Uses proper mail, package, and
message handling procedures.
·
Attends daily briefings, does a
thorough verbal and written handover and is aware of daily activities taking
place in the Hotel.
·
Reports any unusual occurrences or
requests to Shift Leader or designated Manager.
·
Knows all safety and emergency
procedures.
·
Develops a thorough knowledge of
computer system, room allocation and types of rooms.
·
Stays up to date on room rates,
packages, discounts, and how to handle each as well how each relates to each
department.
·
Develops a detailed knowledge about
the Hotel staff, services and hours of operations.
·
Conduct daily courtesy &
departure calls.
·
Completes check in and check out
procedures efficiently.
·
Escorts guests to their rooms whilst
promoting the hotel and following all necessary procedures.
·
Obtains a cash float and keep it
balanced.
·
Post charges to guests’ accounts.
·
Handles cash, cheques, credit cards
and direct billing requests properly.
·
Transfers folios charged to city
ledger to each Company/TA account correctly.
·
Responsible for returning guests’
passports after scanning them immediately.
·
Coordinate with Transportation and
airport desk to ensure timely pick-up and drop-off of guests, if required
·
Uses proper vouchers to deal with
different front desk transactions (petty cash, meal and paid out vouchers).
·
Performs all duties and
responsibilities in a timely and efficient manner in accordance with
established company policies and procedures to achieve overall objectives of
this position.
·
Understands and strictly
adheres to the Rules & Regulations established in the Employees Handbook
and the Hotel’s policy on Fire, Hygiene and Health & Safety.
·
Ensures that a good relationship is
kept between all other departments.
·
Play and active role in the
implementation of new procedures and services.
·
Reports for duty punctually wearing
the correct uniform and name tag at all times.
·
Performs any other duties as assigned
to him/her by management.
