Guest Service Officer (Front Office)

POSITION SUMMARY

Provide friendly and courteous reception, mail and information, cashiering, guest relations and business center service at the Front Desk. Attends to guest needs and complaints effectively. Ensures smooth operations and maintaining the established code of standards, efficiency and professionalism set by Management. Provide Management with timely feedback and reports of daily occurrence, incidents and complaints.

SPECIFIC DUTIES & RESPONSIBILITIES

1. Daily Operations

1.1 To keep abreast of all internal promotions and be aware of all facilities available for the guests.
1.2 Read communication log and follow up on any pending issues.
1.3 Attends daily briefing by Supervisor.
1.4 Informative on current promotion in house.
1.5 Take over shift in an efficient and professional manner.
1.4 Prepares for guest arrivals and departure at the Front Desk.
1.5 Perform check-in, check-out, and cashiering.
1.6 Set up apartments prior to guest arrivals ensuring that all guest requirements and instruments are fully met.
1.7 Assist the telephone operators in the daily operations when required.
1.8 Assist the service staff or part-time staff for breakfast and snack service.
1.9 Input and update the computer system with accuracy.
1.10 Follow up on all guest needs and update the communication book and computer system.
1.11 Sort and check incoming mail, faxes for the guest and ensure prompt delivery to guest.
1.12 Provides business center service to guest, i.e. photocopy, facsimile transmission, confirmation of flights, tour bookings etc.
1.13 Orders newspaper requirements for the apartments.
1.14 Handles reservation enquires and conducts show apartment for walk-in guest.
1.15 Maintains and ensure accurate records and reports for the tokettes and cash float.
1.16 Attends to all telephone calls in a polite and professional manner as set by the Management.
1.17 Performs cashiering functions, night audits functions and daily closing duties.
1.18 Assist Lobby Security Officer with security surveillance by screening all in- coming guests.
1.19 Wash and polish fruits and ensure that the fruit bowl at the Front Desk is well stocked.
1.20 Practice good housekeeping, security and safety habits at the lobby, front desk, back office, bar, lounge and kitchen areas at all time.
1.21 Reports all operating equipment faults for immediate rectification.
1.22 If deem in need, to assist in performing site inspection for potential guest.

2. Guest Relations
2.1 Maintains guest confidentially at all times.
2.2 Meet and greet guests upon arrivals and departure at the front desk. To present welcome treatment i.e. welcome drinks, garlands etc.
2.3 Maintains a friendly and professional relationship with guests.
2.4 Attends to guest needs and resolve complaints effectively.
2.5 Participate and assist in all guest activities organised by Management.
2.6 Co-ordinate with other departments on guest requests, arrivals, departures and transfers.
2.7 Always address guest by name.

3. Administration
3.1 Performs month end closing functions.
3.2 Checks all guest accounts for accuracy and highlight to AGSM and GSM on late and outstanding guest balances.
3.3 Requisition of stationary supplies, guest supplies and store for the front desk, telephone, and F&B

4. Training & Meeting
4.1 Attends in house and external staff training.
4.2 Participants actively with the improvement and upgrade of standard of service.
4.3 Attends all meetings as assigned by GSM.

Job Type: Full-time

Pay: RM1,500.00 - RM1,700.00 per month

Benefits:

• Health insurance
• Maternity leave
• Meal allowance
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Overtime pay
• Performance bonus

Experience:

• Hotel/Serviced Residence: 1 year (Preferred)
• Front Office: 1 year (Preferred)

Language:

• English (Required)
• Mandarin (Preferred)

Application Deadline: 11/08/2024
Expected Start Date: 11/18/2024