Guest Services Officer/Executive

Responsibilities:

1. Conduct smooth operations of front desk including but not limited to check in, check out, room change, audit balances, daily reports according to established policies and procedures.
2. Conduct smooth operations of Hotel Communications Team including but not limited to answering internal and external phone enquiries, email enquiries, liaising with various departments to fulfill the enquiries and record keeping of enquiries.
3. Be knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs.
4. Attend to guest’s complaints, enquiries and requests in a timely and courteous manner and report to Manager.
5. Maintain comprehensive knowledge of standard reservation procedures.
6. Ensure that the front desk work area, lobby, entrance and Communications Office is kept clean and in an orderly state at all times.
7. Attend shift briefings to ensure hotel activities and operational requirements are known.
8. Ensure proper communication and handover through the Handover Log or any other communication tools for information/requests to colleagues and supervisor.
9. Provide training in functions and operations of related departments/sections to facilitate subsequent transferability between departments/sections and to provide greater promotional opportunities.
10. Assist in the smooth operations of Front Desk and Communications Team adhering to respective policies and procedures.
11. Perform any other job tasks as assigned within reasonable means.