Guest Relations Agent

2 weeks ago


Bangi, Selangor, Malaysia Bangi Resort Hotel Sdn Bhd Full time

Duties and Responsibilities:

  • Check the arrival file for special requests such as baby cots, extra beds, fruit baskets, etc.
  • Register and assign rooms to guests based on their individual needs to ensure guest satisfaction.
  • Have a good understanding of room categories, positions, capacity, furnishings, and prices.
  • Know the procedures for blocking reservations, handling tour groups, and their check-in process.
  • Handle mails, faxes, and messages for hotel guests, and record all deliveries in a log book.
  • Inform housekeeping about checked-out rooms.
  • Prepare welcome cards and breakfast vouchers in advance.
  • Handle Travel Agent's Vouchers, flight re-confirmations, changes, or cancellations.
  • Submit maintenance repair job orders for rectification.
  • Record all follow-ups in the log book for the next shift.

Additional Responsibilities:

  • Ensure all comments are read and initialed.
  • Maintain awareness of room key security.
  • Be fluent in English and other languages.
  • Maintain hourly room counts.
  • Provide necessary reports to the manager.
  • Offer information on the hotel, community, attractions, and events.
  • Keep the reception desk clean and tidy.
  • Always be ready to assist guests promptly and courteously.

Important Notes:

  • Respond to guest complaints promptly.
  • Handle minor complaints without delays.
  • Take care of guests' requests and strive to meet their needs.
  • Stay knowledgeable about all front office areas and perform assigned duties.
  • Work harmoniously with guests and colleagues.
  • Take reservations in the absence of Duty Manager.
  • Protect guest information and adhere to hotel rules and regulations.
  • Maintain guest and front office records.
  • Upsell accommodations to maximize revenue.
  • Sell stamps and manage stamp procedures.
  • Report any guests' complaints to the Front Office Manager immediately.
  • Manage cash floats and handle any cash shortages promptly.

Requirements:

  • SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent.


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