Guest Experience Officer

1.0 Job Summary

1.1 Responsible for the smooth and efficient operation of the Front Desk counter and must have the system product of the Front Desk operations.

1.2 Act as a liaison officer between the guest and the Management. He/ She must have a general overall knowledge of the hotel and to be able to put into good use in the interest of the hotel.

2.0 Duties and Responsibilities

2.1 Management Representative.

2.2 To represent management in handling of room enquiries, compliments, complaints, etc.

2.3 Where all enquiries are handled immediately and to the satisfaction of the guest.

2.4 Where complaints are handled tactfully and resolved to the satisfaction of the guest.

2.5 Represents the Management in handling guest complaints/requests, concerning services from all areas of operation and any final decision should be referred and confirmed by the department concerned.

2.6 All complaints and compliments are to be reported to the Guest Service Manager on duty and the Front Office Manager.

2.7 Perform daily room assignment according to guest preference, arrival time etc.

2.8 Contact the Assistant Manager when VIP guest arrive that are to be escorted to their room.

2.9 Organize the delivery of guest mail and message as required.

2.10 Carry out nightly bucket check so that all records are in order for the following day.

2.11 Takes and processes reservations as and when the reservations department is busy.

2.12 To represent the Management in the handling of emergency situations.

2.13 Where all emergency procedures are known and practice regularly.

2.14 Where on night shift, all emergency and/ or incidents should be reported to the Executive on Duty for the day and Front Office Manager. All grave situations and/or emergencies should be referred to the Guest Service Manager and Asst. Front Office Manager and be directed accordingly by the FOM.

2.15 And dealings with persons outside the hotel, i.e. Press, Police, etc. must be referred to the Hotel Manager or the Marcom Manager / Executive. No embarrassment, and/or admittance of any liability in the Hotel’s name are made. The Hotel and the guest should be protected from such embarrassment.

2.15 To assist guest on secretary job at the Business Centre. Such as meeting room arrangement, faxing, typing, internet access etc.

2.16 To assist telephone operator when necessary in order to ensure the smooth and efficient operation of the telephone console.

2.17 Ensure that all incoming calls are attended to promptly.

2.18 To ensure the smooth and efficient operation of the Front Desk.

2.19 Ensure that each guest is treated courteously and promptly.

2.20 Ensure that the reception counter looks neat and tidy at all times.

2.21 Equips the Front Desk and Cashier at commencement of each shift with adequate stationary and forms.
3.0 Area of Responsibilities

3.1

· To ensure a high level of service standard to be provided and which meets the expectations of hotel guests.

· To assist Front Desk when necessary in order to provide efficient service and smooth operation.

3.2

· To ensure that all equipment in the Front Office are kept in good working conditions.

· To ensure that the Front Office is kept in neat and clean working condition.

3.3

· To assist room sales department in maximizing hotel revenue and occupancy.

Job Type: Full-time

Pay: RM1,600.00 - RM1,800.00 per month

Benefits:

• Additional leave
• Health insurance
• Meal allowance
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Evening shift
• Night shift

Supplemental Pay:

• Overtime pay
• Yearly bonus

Experience:

• Front desk: 2 years (Preferred)

Language:

• Englsih (Required)
• Mandarin (Preferred)