Guest Service Assistant

·         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.

·         Ensure that all checked-out guest rooms keys are collected /returned accordingly.

·         Ensure that all last minute consumption charges are posted, such as; Late Check Out, Mini bar, Rebates/ discounts immediately to the guest folios.

·         Be responsible for all issued (paid out) and collected funds (advance deposits), and foreign currencies in accordance to the hotel Credit policies.

·         Be aware of the currency exchange rates and be alert of the forged currencies and travellers cheques.

·         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.

·         Ensure to prepare and balance a cash report and remittance envelope at the end of the shift.

·         Ensure that all vouchers for rebate, miscellaneous, paid out and corrections are clearly explained and supported. Vouchers are to be signed by Duty Manger on Duty or any other Managerial Authorities of the Front Office Department.

·         Ensure all city ledgers’, Paid Out and all transaction are being checked and signed by the Duty Manager on duty at the end of each shift.

·         Ensure that no shortage of the float is encountered.

·         Ensure the printing and distribution of the night reports are done correctly and accurately.

·         Performs other duties as deemed necessary by the superior.