Intern-Front Office

§    General

o   Reads the logbook daily and take action accordingly.

o   Provides information regarding the hotel’s facilities & services.

o   Ensures to always be informed of VIP in-house and daily functions.

o   Handles guest complaints in accordance with service recovery guidelines.

§    Front Desk

o   Assigns rooms and checks in/out guests in accordance with established standards.

o   Checks guest history of all arrivals on shift and gets familiarized with the information.

o   Greets and addresses guests by name. 

o   Thanks every guest when they depart.

o   Exchanges money for guests in accordance with the hotel’s foreign exchange policy & procedure.  

o   Handles the following situations in accordance with hotel policy:

§  Early arrivals and late check outs

§  Rebate and paid outs

§  Refund

o   Runs the night audit.

o   Post folios and relevant data in the system immediately and accurately.

§    Communications

o   Operates the switchboard in accordance with the hotel’s high standards of guest courtesy and efficiency.

o   Places requested wake-up calls.

o   Ensure all calls are answered courteously, efficiently and timely.

o   Takes telephone messages. 

o   Keeps a record of all emergency telephone numbers.

o   Knows how to operate the hotel’s paging system.

o   Uses the PMS for messages, locators and traces.

o   Handles all operator-assisted calls in accordance with established standards.

o   Knows role and action to take in case of emergency.

§    Business Centre

o   Sends guest faxes and emails.

o   Ensures incoming faxes for guests are complete, legible and delivered to the room within 15 minutes.

o   Types guest correspondence as required.

o   Know how to operate Microsoft Office and Internet and able to explain to guests if requested.

o   Bills guests for services in accordance with the hotel’s billing policy and procedure.

§    Guest Relations

o   Escort guests to the room. 

o   Follows up and follows through on requests by guests for reservations at outside facilities such as restaurants, tours etc. 

o   Clears expected departures.

o   Coordinates with Housekeeping concerning room status and others.

o   Checks guest history, arrival list and ensures all routing and special instructions are properly implemented.

o   Assigns rooms and checks in/out guests in accordance with established standards.

o   Checks guest history of all arrivals on shift and gets familiarized with the information.

o   Greets and addresses guests by name. 

o   Thanks every guest when they depart.

o   Handles the following situations in accordance with hotel policy:

§  Early arrivals and late check outs

§  Refund

o   Post folios and relevant data in the system immediately and accurately. 

o   Serves guests F&B in accordance with established standards.

§    Reservations

o   Answers all emails, faxes and any other written booking correspondence within 24 hours. 

o   Monitors receipt of deposit guarantees and prepaid, ensures all credit cards are verified and credit card authorization forms where applicable are processed properly.

o   Processes all reservations in accordance with established standards.

o   Maintains an effective tracing and filing system.

o   Inputs all bookings into the system with accurate billing instructions and clear special instructions with regards to room set-up, room share etc.

o   Prepares all occupancy forecasts.

*Only shortlisted applicants will be notified.