Guest Services Officer

JOB SCOPE:

Contribute to guest satisfaction standards by ensuring that Front Office services quickly addressed, and where possible, anticipate individual needs. Ensure the safety and comfort of guests and that any requests for service are handled in a courteous and efficient manner

JOB RESPONSIBILITIES:

Process all guest check-ins by confirming reservations, assigning room and issuing room key. Process all check-outs. Answer, record and process all guest calls, messages, requests, questions or concerns. Answer telephones using appropriate etiquette. Manage wake up calls requirements. Welcome and acknowledge guest according to company standards. Anticipate and address guests service needs. Maintain confidentiality of proprietary and guest information. Provide guest with directions and information regarding property and surroundings. Use every opportunity to promote hotel facilities and maximize hotel revenue. Upsell rooms, food & beverage and hotel products to guest as and when opportunity permits. Stays visible and interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Responds to and handles guest problems and complaints. Assist individuals with special needs. Responds swiftly and effectively in any hotel emergency or safety situations. Understands and adheres to safety, security policies and procedures. Familiar with company loyalty programs. Understanding of Front Office Operating Manual policies and compliance. Adheres to Hotel Service Quality Standards. Coordinate with Housekeeping to track room status for check-in. Run daily reports, identify any special requests and check report accuracy. Manage cashier closure including processing of invoices and receipts at the end of the shift according to Finance requirements. Speak with others using clear and professional language.

JOB REQUIREMENTS:

Previous experience with Front Office role with 1 year experience from an international chain hotel. Proficient in English and local language both in written and spoken.

Pleasant personality with good communication and interpersonal skills.

Excellent grooming standards.

Proficiency in Microsoft Office and Property Management System.