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Guest Relations Agent

1 month ago

Bangi, Malaysia Bangi Resort Hotel Sdn Bhd Full time

DUTIES AND RESPONSIBILITIESTo check the arrival file which require special requests like baby cot, extra bed, fruit basket, etc..To register and assign rooms to guest according to individual needs to achieve guest satisfactionTo know categories, position, capacity, furnishing and price of every room in the hotelTo know procedures for blocking reservations, tour groups and their representatives check in procedureTo handle mails, facsimile and messages for the hotel guests, recording all delivery of the messages or parcels in a log bookTo inform housekeeping on the checked out roomsPre-preparation of the welcome cards, breakfast vouchers and etc..To be able to handle all “Travel Agent’s Voucher” and be able to handle flight re-confirmation, change or cancellationBe able to prepare for maintenance repair job order and submit for rectificationTo record all follow ups or information in the log book for the next shift to take over. All comments should be read and initialed. If the follow up has been done status of it should be highlightedKeep constant awareness on the issue of security of the room keyTo be fluent in English and other languages is an assetTo prepare and maintain hourly room countTo prepare specific reports that are required by the managerTo provide information of the hotel, the community and any other attraction or events of interestTo maintain cleanliness at the reception desk and tidiness in all work areas and the drawersTo be alert and ready without any delay at all to provide immediate attention for approaching guest and to answer telephone calls promptly but courteously. Never let the telephone ring more than three timesTo take care of any requests and try your best to satisfy the customers needsTo be knowledgeable of all areas in the front office and to perform all duties assigned without failAble to work efficiently and harmoniously with guests and colleaguesTo take reservations in the absence of the suspicious occurrence to the Duty Manager or SeniorsTo be discreet when giving guests names and room numbers over the counter or through the telephone conversationTo attend departmental meeting and training programmes when requested to be the managementTo validate all supportive documents pertaining to billing instruction and depositsTo follow and strictly adhere to the hotel’s rules and regulationsThe management may amend or add any tasks to the job description at any given timeMaintain guest records and other front office recordsUpselling accomodations in such a maximise revenue and occupancySell stamps and maintain an accurate account of stamps and follow the stamp procedures accordinglyReports to FOM of guests complaints immediately. However, should handle minor ones so as not delay the guests at the counterResponsible for the cash floats, cash shortage or unsettled amount due to their negligenceAll approved credit must have a credit letter and be filed accordingly immediately upon receiptTo file and distribute reports and statistic reports accordinglyTo control safety deposit lockers
BRH ETHOS - Our Culture, Our People, Our Pride BRH VISSION - To be Malaysia's preferred nature conference resort BRH MISSON - We passionately delight our customer with memorable experience
SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent