Job Description

Responsibilities:

The Front Office Ambassador is responsible for the management and upkeep of the front office, ensuring all matters related to the front office department. The following is the scope and job description, but shall not be limited to:

• Act as a representative on behalf of the Management in attending to residents’ requests as well as the public’s complaints. The ability to offer sound solutions to any situation is imperative to uphold the community’s image.
• To be responsible for the safekeeping of the personal cash float, including changing to smaller denominations and the depository at the end of the respective shift.
• Conduct daily briefings before the start of the respective shifts. Highlight all activities for the day and ensure all Front Office personnel are fully informed.
• Coordinating the activities of the Front Office department which includes Reception, Reservations, Bell Service, and Transportation, in ensuring the smooth running of the Department.
• To authorize room/rate change, paid out, rebates, cash advances, acceptance of credit cards and cheques etc. based on the community’s policies and procedures.
• To foster and maintain a close and productive working relationship with all relevant departments to ensure all residents are well taken care of.
• To be able to up-sell room accommodation during high occupancy to maximize revenue.
• To provide courteous and efficient service to all internal/external guests. Ensure all complaints and requests are immediately resolved and followed through with relevant supporting departments.
• To greet all residents/guests in a service-oriented manner.
• To be familiar with the PMS and coordinate with IT Manager with periodical system maintenance.
• To be responsible for assigning and blocking rooms for arriving guests. Ensuring all allocated rooms are assigned according to requirements and ensuring no double allocation.
• To check in guests in a prompt, efficient and smooth manner, ensuring they’re registered in accordance with Front Office policies and procedures. To update guest particulars in the system accurately and clearly state the payment method.
• To record in the logbook any unusual happenings and incidences and all-important matters still pending for follow-through actions.
• To be responsible for the preparation of all the necessary material for the check-in of any guest.
• To be responsible for the contents of individual cash floats and to ensure the accurate count is always intact.
• To check all cashier transactions and balance all transactions before leaving. Any discrepancies must be reported to the Resident Manager for correction.
• To update and maintain efficiently the current room status and to inform the Superiors, should their attention be needed.
• To implement effective key control procedures.
• To propose and initiate better procedures for performing operational tasks.
• To be responsible for the sufficient stock of all supplies, such as printing materials, forms, and stationery. To initiate replenishment as and when deemed necessary.
• Constantly check on all forms of correspondence, such as messages/mail/parcels are promptly delivered.
• Coordinate with the housekeeping department to solve room discrepancies.
• To handle minor guest complaints and report to Superiors the nature of complaints and action taken.
• To submit the attendance report and overtime requests by the 20th of each month to management.
• To enforce and comply with Rules and Regulations stipulated in the Employee Handbook.
• Formulating/setting up/updating the Front Office department standards, Policies and Procedures, DOs, and DON’Ts.
• To undertake and perform any other duties that may be assigned from time to time by the Management.

Job Requirements

Requirements:

• Good understanding of procedures and practices in the hospitality industry.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills in Mandarin, English and Bahasa Malaysia.

Skills