Front Office Assistant

Duties and Responsibilities • Manages the guest experience by ensuring the followings are provided: - • Thoughtful and attentive service with relaxed efficiency • Complete responsiveness to the desire of the hotel guests • Quality service of the hospitality is optimised in accordance to the quality service standard • To maintain a good working relationship with your own colleagues and all other departments. • To report to duty punctually, wearing the hotel uniform with nametag intact, and maintaining a high standard of personal appearance and hygiene at all times. • Welcoming and receiving of guest arrivals, registering and maintaining the rapport with guest in a friendly and professional manner, cordially and with a pleasant smile. • Ensure all registration cards have the proper information such as; guest’s name, confirmation number, room rates, arrival and departure dates and billing instructions for guest signature. • Register guests promptly following the standard operating procedure for registration, key handling, and message handling, and ensure that they are provided with all the necessary information. • Verify assigned room status with the computer system and ensure that all rooms given to guests upon check-ins are Vacant Ready • Ensure guest details are updated in the computer immediately and accurately in order to know guest’s likes and dislikes or if there’s any special request. • Ensure all telephone calls are answered promptly and clearly in a courteous and friendly manner. All guests’ requests must be well-handled and followed up with the assistance of Telephone Operator. • Have sound knowledge of all vouchers used or any other remarks pertaining to prepayment, or credit facilities in accordance to hotel policy at the Front Desk. • Inform Front Office Supervisor or Duty Manager to welcome VIP guests. • To keep the daily logbook up-to-date by recording the briefing information, follow-ups and guest comments. • To prepare and print the daily shift reports such as “Arrival/ In-House Guest”, “Back-up” and “Departure Guest”. • To fill-in the daily “Shift Check List” and complete the tasks assigned by the Duty Manager / Front Office Supervisor at the end of each individual shifts or handover for follow-up, if necessary. • Ensure that a sale attitude is adopted at all times i.e. Up-selling rooms, restaurants and services available in the hotel, and to maintain awareness. • Ensure the cleanliness and tidiness of the front desk counter including the maintenance of the equipment at all times. • Ensure guest room change is minimised and handled in a proper manner, and all relevant departments are being communicated accordingly. Proper authorisation to be obtained from the Front Office Supervisor or Duty Manager. • Be aware of all hotel activities and layouts of the hotel, as well as, knowledge of the daily Event • To handle all check-outs promptly for FIT, VIP guests and groups by ensuring all charges are settled and are in accordance with the hotel standard Credit policies.