Guest Service Assistant

Scope

Under the general direction of the Front Office Manager or his / her delegate and within the limits of established brand and local policies and procedures, responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries. 

Primary Responsibilities

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity 
• Registers and rooms all arrivals according to established procedures
• Maintains intimate knowledge of departmental standards and procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Maintains cashier float and ensures accurate daily report of all money received
• Cashes hotel guest’s personal and travelers checks and assists with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest’s request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Loyalty programs.
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Performs the audit balances and prepares all works for audit in an orderly fashion
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival       
  
• Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Duty Manager if no immediate solution can be found.
• Ensures that the cashiering and credit procedure is strictly adhered
• Drive more revenue in Front Office upselling