Job Description

• Process guest folios, collect payment and manage cash handling responsibilities.
• Print updated in-house, arrival, departure, and room status reports as and when required.
• Check all unresolved departures.
• Review service requests for arrivals.
• Handle guest requests and concerns promptly and with courtesy.
• Assist guests with any inquiries regarding hotel facilities, local entertainment, place of interest and attraction, restaurants or transportation.
• Maintain efficient and effective flow of information with guests and all internal departments.
• Maintain a professional and good working relationship with fellow team members and other departments.
• Effectively communicate with guests at all levels and represent the hotel in a professional manner.
• Has good self-discipline in maintaining punctuality and work ethics.
• Carries him/herself in a professional manner, courteous and polite at all times
• Maintains use of proper telephone etiquette, greetings, standard answer time and pleasantries
• Maintains excellent grooming and hygiene as per hotel grooming standards.
• Guests are met with a warm smile with appropriate greetings and addressed by name.
• Anticipate guest needs by ensuring that repeat guests’ requirements are met based on information obtained from Guest Profiles.
• Ensures that data entry in PMS is accurate such as guest profiles, room rates, market codes, billing instructions and payment methods.
• Ensures that cash float is managed according to the policies and procedures set.
• Makes courtesy calls in ensuring guests are comfortable and happy with the services received during their stay.
• Ensures that bills are posted and charged accurately.
• Prepares the check out folios for guests and ensures that bills are checked thoroughly, to avoid guest complaints or delay upon check out.
• Ensures that the check out process is efficient and that all guests’ bills are settled prior to guest leaving the hotel.
• Ensures that guest feedback forms are completed and filed accordingly.
• From time to time, he/she may be required to perform other duties or special projects as deemed fit by the management.

Job Requirements

• The candidate must possess at least a Certificate or Diploma in Hospitality Management or equivalent
• A good command of spoken and written English is a MUST
• The ability to communicate effectively in English and Mandarin is an added advantage
• Must have strong communication skills, interpersonal relations and problem solving capabilities
• Must be a results-orientated person with effective time management and operation skills
• Able to work independently, systematically, self motivated and a good team player
• Ability to prioritize workload, work within deadlines and work on shift, weekend and public holiday
• The candidate must have 1 years of relevant front office, reservation and OTA working experience
• For local candidates only 
• Able to work shifts, including night shifts

Skills