Guest Service Officer

DUTIES AND RESPONSIBILITIES FINANCIAL RETURNS

To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales

To have a full working knowledge of the Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members

Maintain comprehensive knowledge of standard reservation procedures

Ensure all charges are correctly posted to guests bills following the standard procedures

Deal with cash and credit transactions in accordance with the hotel and company policy and ensure that any discrepancies are reported immediately Maintain cashier float and ensure accurate daily report of all money received

Be aware of the hotel availability and of every opportunity to maximize room revenue

Be aware of the hotel in-room dining menu and of every opportunity to maximize F&B revenue

Ensure Deliveroo system is switched on during meal period to maximize F&B revenue

Keep track of phone cable being loaned out and follow up with guest accordingly should there be any failure in returning the phone cable

To be fully involved in Rewards and Ambassador program enrolments and achieving Upsell revenue

Gain understanding of the departmental goals and financial targets and support management team in achieving these targets

Works with superior in the operations of the reception desk and instant service desk

Recycles whenever and where-ever possible and enforces cost saving measures PEOPLE

Comply with Standard Operating Procedures and guidelines provided by the Standard Guidelines

Comply with company grooming standards and lead by example

Communicate to his/her superior any difficulties, guest comments and other relevant information.

Communicate with IRD and culinary team to deliver guest order in a timely and professional manner

Communicate with Concierge team to ensure all taxi booking, luggage assistance and newspaper request are being follow up

Communicate with Housekeeping team to ensure all housekeeping related requests are being follow up

Communicate with Engineering team to ensure all engineering related request are being follow up

Attend and participate in daily briefings, training sessions and other meetings as scheduled

Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries

Actively develop positive and effective communication between Front Desk team and all other operational departments

Ensure proper handover procedures are followed in the transferring of all relevant information daily

Perform other duties as assigned

GUEST EXPERIENCE

Demonstrate service attributes in accordance with industry expectations and company standards including;

Being attentive to guests

Accurately and promptly fulfilling guests requests

Anticipate guests needs and acknowledge guest preferences

Maintain high level of knowledge which affects guest experience

Always greeting guests in a friendly and helpful manner and attempting to learn and use guests name at every given opportunity

Ensure that guests depart from the hotel with a positive impression of the hotel services

Get assistance from Front Office Executive/Supervisor to attend to guests complaints, inquiries and requests in the absence of the Duty Manager if he/she is unable to assist

Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel to recognize and respond to guests needs

Remain up-to-date with current Hotel information to be able to provide information to guests

Ensure high recognition of Rewards Club and Ambassador Members to achieve optimal scores in Heartbeat program and other Guest Satisfaction surveys

Take personal interest and pride to ensure that the front office area is kept clean and in an orderly state always

Maintain Responsibility in attending to guests request of using service of safety box always

Register all arrivals per established procedures

Anticipate guests needs and to be aware of all written and spoken requests and to carry out these requests in a courteous and helpful manner Ensure all messages received for guests are passed on as accurately and quickly as possible

Ensure a sound knowledge of the local area and its history, places of interest and ongoing special events.

Ensure all guests receive a fast, efficient and friendly service following the Brand Standard Guidelines and the Standard Operating Procedures of the hotel

Perform tasks as directed by the Guest Service Executive/Supervisor or Manager in pursuit of the achievement of business goals

Ensure all calls to be picked up within three rings

Ensure wake-up call is recorded and key into opera system accordingly

Ensure wake-up call is given on a timely manner and inform duty manager should there be any wakeup call failure.

Ensure all In-Room Dining orders are recorded, posted in the HERO POS system and conveyed to the IRD team accordingly, while taking note of guests allergies and dietary requirements

Ensure all taxi requests are recorded and conveyed to concierge team accordingly

RESPONSIBLE BUSINESS

Comply with the Companys Code of Conduct Maintenance of security of information relating to guests and colleagues in the hotel Align self with company values, mission and desired behaviors Perform correct handling and updating of Rewards Club membership in Loyalty Connect and Opera Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures. Ensure all security incidents, accidents as near misses are always logged in a timely manner and brought to the attention to the Duty Manager Reuse, Reduce and Recycle whenever possible

ACCOUNTABILITY -Reporting to the Front Office Manager, your primary role is to provide excellence and exceptional service to the guests in making them feel welcome to the hotel. You will typically be supervising all Guest Service Part-Timers under your care. Accountability is directed by property requirements.

QUALIFICATIONS AND REQUIREMENTS- Diploma or Degree or equivalent in Hotel Management/Business Administration, He/ She must be able to speak fluent English. Other languages preferred. This job requires ability to perform the following: Frequently standing up for a long period Carrying or lifting items weighing up to 50 pounds Handling various objects Using a keyboard to operate various property management and reservations systems, etc. Communication skills are utilized for a significant amount of time when interacting with others; demonstrating ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently Problem solving, reasoning, motivating, organizational and training abilities are used often. Ability to travel to attend workshops, specialized training and/or certifications, etc. May be required to work nights, weekends, and/or holidays Ability to work on rotating shift