Guest Service Associate

Company Description

Job Purpose

This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Reporting To Front Office Manager

Key Interactions

Internally
- Catering Sales
- Engineering
- Finance
- F&B
- Housekeeping
- IT
- Kitchen
- Purchasing
- Reservations
- Sales & Marketing
- Security
- Talent & Culture

Externally
- Guests
- Visitors
- Suppliers
- Vendors

Primary Responsibilities

Front Office Operation
- Assist guests with check in and checkout, as well as other cashiering duties
- Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
- Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
- Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
- Liaise closely with other relevant departments to ensure that guests requests and needs are met
- Update and maintain repeat guest history system
- Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
- Handle guests’ complaints and comments tactfully and efficiently
- Handling guests’ mails, messages, and answering of phone calls
- Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
- Be vigilant in regard to in-house credit matters and act upon any discrepancies
- Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and trainings as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Span of Control

Nature

Budget responsibilities

Revenue responsibilities

Headcount

Profile

Knowledge and Experience
- Diploma in Tourism / Hospitality Management
- Minimum 1 year of relevant experience
- Excellent reading, writing and oral proficiency in English language
- Ability to speak other languages and basic understanding of local languages will be an advantage

Competencies
- Good communication and customer contact skills
- Service oriented with an eye for details
- Ability to work effectively and contribute in a team
- Self-motivated and energetic
- Must be well-presented and professionally groomed at all times

**Job Description**:
Job Purpose

This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Reporting To Front Office Manager

Key Interactions

Internally
- Catering Sales
- Engineering
- Finance
- F&B
- Housekeeping
- IT
- Kitchen
- Purchasing
- Reservations
- Sales & Marketing
- Security
- Talent & Culture

Externally
- Guests
- Visitors
- Suppliers
- Vendors

Primary Responsibilities

Front Office Operation
- Assist guests with check in and checkout, as well as other cashiering duties
- Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary
- Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
- Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
- Liaise closely with other relevant departments to ensure that guests requests and needs are met
- Update and maintain repeat guest history system
- Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
- Handle guests’ complaints and comments tactfully and efficiently
- Handling guests’ mails, messages, and answering of phone calls
- Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
- Be vigilant in regard to in-house credit matters and act upon any discrepancies
- Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefing