Customer Service

• Actively participates in the provision of excellent service to guests.
• Welcomes guest courteously as per Hotel procedures.
• Converses with guests to obtain feedback and suggestions for improvement.
• Provides guests with correct and relevant information on all the Hotel’s products (e.g. types of rooms, rooms configuration and rates.)
• Attends to guest queries on telephone and at the counter.
• Handles customer complaints efficiently through appropriate interaction and referral to the Head Receptionist.

Promotion and Direct Up-selling

• Inform guests about Hotel features and services during their stay.

SOP Compliance and Quality Assurance

• Performs all delegated duties in accordance with the Hotel’s standards and checklists, and with Management instructions.
• Assists the Head Receptionist in implementing all SOP(s) and monitoring their professional execution.

Team Management

• Passes-on messages and information to colleagues during briefing sessions.

Front Office Operations

• Checks-in guests upon arrival; confirm their conditions of stay and enters guest data in the information system.
• Notes down all wake-up calls requests.
• Monitors room keys, prepares welcome kits for expected guests and carries out other transactions by strictly following SOP(s).
• Ensures that dockets are not missing for guests checking out the next day.
• Checks-out guests on departure and closes their account, while ensuring that dockets are removed after the departure of guests.