Intern - Front Office
- Amari SPICE Penang
- Penang, Malaysia
- Dec 05, 2024
Job Description
§ 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.
Directly connected to the SPICE Convention Centre and SPICE Arena, guest can gain exclusive access to the world’s first hybrid solar-powered M.I.C.E venue complex, not to mention take advantage of all of Amari’s own offerings, such as various sized meeting rooms and event spaces, a 25-metre salt water swimming pool, four restaurants and bars and a fully integrated spa and fitness centre.
Floor-to-ceiling windows fill our 453 guest rooms and suites with warm natural light, each one well-equipped for the modern business traveller. Wi-Fi, a smart TV with streaming, wireless soundbar and workspaces with international plug-outlets come as standard, and any stay in one of our executive rooms or suites also comes with a long list of perks and benefits such as complimentary meeting room use and access to the Executive Lounge on the 25th floor.
Amari SPICE Penang’s unbeatable location and vibrant energy shows there’s no better hub for your next visit to Penang – whether it’s for leisure, business or bis-leisure!