About the job
Front Office Operations
- Facilitate seamless check-in and check-out processes for guests, along with executing cashiering responsibilities.
- Prepare guest arrival lists and compendiums, ensuring all necessary information is entered into the system prior to guest arrivals.
- Extend a warm welcome to guests upon arrival, registering them and issuing room keys in alignment with departmental protocols.
- Ensure that loyalty program members receive their entitled benefits, while extending special recognition and services to repeat guests and VIPs. Arrange for welcome cards and amenities to be placed in their rooms ahead of their arrival.
- Collaborate closely with relevant departments to fulfill guest requests and needs efficiently.
- Maintain and update the repeat guest history system to enhance personalized service.
- Promote inter-hotel sales and in-house amenities in accordance with departmental standards to boost revenue.
- Address guest complaints and feedback with tact and efficiency.
- Manage guests' mail, messages, and phone inquiries promptly.
- Uphold the privacy and confidentiality of all guests, ensuring no personal information is disclosed.
- Stay alert regarding in-house credit matters and address any discrepancies immediately.
- Notify Security or the Duty Manager of any suspicious individuals or items.
Additional Responsibilities
- Possess comprehensive knowledge of all food and beverage services, hotel offerings, and facilities.
- Be thoroughly familiar with hotel fire, life safety, and emergency protocols.
- Participate in all assigned briefings, meetings, and training sessions as directed by management.
- Report for duty punctually, dressed in clean and complete uniform at all times.
- Maintain a high standard of personal appearance and hygiene consistently.
- Carry out other reasonable tasks as assigned by hotel management.
