Guest Service Executive

Job Detail

Responsibilities: Check-in and out guests in a friendly and caring manner according to the guidelines set by the hotel. Review arrivals and departures and be familiar with guest profiles. Upon arrival, complete guest registration process and accommodate special requests whenever possible. Identify and anticipate guests’ needs to ensure personalised service is provided. Make memories by creating a series of delightful moments and thoughtful gestures to guests. Prepare requests for amenities and update traces in Opera. Handle all front office cashiers’ transactions such as posting of charges to guests according to procedures. At the end of shift, balance the cash float. Address all guest enquiries in a friendly and caring manner, whether by telephone or in person. Provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and inclusive of handling messages or dealing with complaints. Coordinate room status updates with the housekeeping department by notifying them of early check-ins, late check-outs, special requests, and last-minute bookings. Keep themselves informed of product and services, up-to-date information, hotel’s daily events and meeting activities. Possess a working knowledge of the room reservation procedures. Promotes in-house sales, facilities and upselling program in order to maximise revenue. Complete daily checklists of duties and ensure that a detailed handover is carried out between shifts including special guests, tasks to be completed. Maintains appropriate standards of conduct and appearance for the Front Office department.