Guest Service Associate | Nhân Viên Lễ Tân

- Handle check-in and check-out.
- Assign room for arrival of F.I.T and group.
- Is responsible for ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are preregistered and checked-in, in their respective rooms.
- Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready, to check on details of the arrangements and liaise with Duty Manager, and Front Office Manager to meet guests if necessary.
- Ensures that room rates, which have been updated by reservations, are followed.
- Is well-versed with group arrival and departure pattern and requirements. Works closely with the Team Leader in ensuring a smooth operation.
- Effectively handle all 'walk out" guests during the overbooking and updates the Front Office Manager on guest feedback.
- Develop a thorough knowledge of the room locations, types of rooms and special room features.
- Learn and get to know guests (especially regular guests) and their needs, likes, preference and dislikes from guest profile and any correspondence available.
Liaise closely with Housekeeping on late checkouts, early arrivals, day use rooms and special requests.
- Assist reservation department to handle incoming inquiry as required.
- Clarify the room discrepancy with housekeeping regularly.
- To be aware and keep up to date of relevant hotel product and services; and facilities available within hotel vicinity.
- Assist the service centre to arrange the morning call for in house guest.
- Offer rooming and responsible for the room upselling program.
- Greet as many guests as time permits at the front desk or lobby.
- Handle guest complaint and monitor guest history program and data input.
- Read through the front office log book and take follow up actions as instructed.
- Take appropriate action to resolve guest dissatisfaction
- To ensure proper and complete take over and hand over of duty for each shift.
- To check and be aware of guest's request and preferences through Guest Profile prior guest's arrival