Guest Service Assistant

DUTY AND RESPONSIBILITIES:

1. 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.
2. 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.
3. Register guests promptly following the procedures for registration, key handling, and message handling, and ensure that they are provided with all the necessary information.
4. Verify assigned room status with the computer system and ensure that all rooms given to guests upon check-ins are Vacant Inspected.
5. 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.
6. 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.
7. 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.
8. Inform Duty Manager to welcome VIP guests.
9. To keep the daily logbook up-to-date by recording the briefing information, follow-ups and guest comments.
10. To prepare and print the daily shift reports such as “Arrival/ In-House Guest”, “Back-up” and “Departure Guest”.
11. Ensure that a sale attitude is adopted at all times ie. Up-selling rooms, restaurants and services available in the hotel, and to maintain awareness.
12. Ensure the cleanliness and tidiness of the front desk counter including the maintenance of the equipment at all times.
13. Ensure guest room change is minimized and handled in a proper manner, and all relevant departments are being communicated accordingly.
14. Proper authorization to be obtained from the Guest Service Supervisor or Duty Manager.
15. Be aware of all hotel activities and layouts of the hotel, as well as, knowledge of the public transportation and places of interest nearby.
16. To handle all check-outs promptly for FIT individual guests and groups by ensuring all charges are settled and are in accordance with the hotel standard Credit policies.
17. Ensure that all checked-out guest rooms keys are collected / returned accordingly.
18. Ensure that all last-minute consumption charges are posted, such as; Late Check Out, Minibar, Rebates/ discounts immediately to the guest folios.
19. Be responsible for all issued (paid out) and collected funds (advance deposits), and foreign currencies in accordance to the hotel Credit policies.
20. Handle FOREX transactions according to the standard procedures, ensuring a receipt is given to guests.
21. Be aware of the currency exchange rates and be alert of the fraud currencies.
22. Receive and slot guest bills into the correct guests’ folders.  Ensure that all bills for the guests correspond with the guest name, room number and signature.
23. Ensure to prepare and balance a cash report and remittance envelope at the end of the shift.
24. Ensure that all vouchers for rebate, miscellaneous, paid out and corrections are clearly explained and supported.
25. Guest Service Assistant required to reconfirm with guest during departure on print out of tax invoice.
26. Vouchers are to be signed by Duty Manger on Duty or any other Managerial Authorities of the Front Office Department.
27. Ensure all city ledgers’ guest folios and paid out to be signed by Duty Manager on duty at the end of each shift.
28. Ensure that no shortage of the float is encountered.
29. Ensure the printing and distribution of the night reports are done correctly and accurately.
30. Be well groomed at all times, ensuring the hotel’s uniform and nametag are worn.
31. Any other duties as may be assigned by the Superior from time to time.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities:

• Must be able to write and communicate in English & Bahasa
• Strong interpersonal skills
• Ability to multi task
• Computer literate (Word, Excel, etc.)
• Willing to work on shift basis

QUALIFICATION STANDARDS

Education

·         Diploma in Hotel Management preferred

Experience

·         Fresh graduate are encourage to apply. Candidate with 1+ year Front Office Experience is preferable.