Front Office Asisstant
7 months ago
Overview of duties
- Promotes the Wyndham Grand brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills.
- Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile.
- Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
- Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts.
**Main Responsibilities**
Customer relations
- Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go; Contributes to guests' sense of well being and loyalty, by establishing a warm and personalised relationship.
- Gives priority to guest relations, while taking care to respect administrative procedures
- Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people.
- Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel.
- Promotes the use of the automated check in/ check out kiosks to guests and provides assistance.
- Collects and inputs information on guests, to improve future visits to the hotel.
Professional techniques / Production
- Manages the flow of hotel customers, keeping waiting times to a minimum.
- Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs.
- Takes care of the arrival and departure processes for guests in compliance with internal procedures.
- Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
- Handles phone calls.
- Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
- Ensures that all guest documentation is up-to-date and available.
- Handles reservations for all points of sale as needed.
- Is the point of contact for information both destined for hotel customers and concerning them.
Team management and cross-departmental responsibilities
- Assures the interface between all hotel departments and service-providers if necessary.
- Helps train and develop other welcomers in the team.
Commercial / Sales
- Promotes the hotel's range of services in order to increase sales.
- Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
- Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
- Conducts visits of the hotel and points of sale. Gives feedback to the Sales department.
Management and administration
- Respects procedures governing invoicing and cash operations
- Manages the cash under his/her responsibility
- May be asked to undertake administrative tasks as needed Hygiene / Personal safety / Environment
- Ensures that the workplace remains clean and tidy
- Knows and applies the hotel's safety regulations (in case of fire etc)
- Ensures the safety of people and property
- Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) Reporting line Reports to the Front Office Manager or Quality & Attitude Manager (depending on the organisation) Profile Education / Professional experience
- We think it's useful to take a broader view as we build up the welcome team and thereby to think of the collective profile, as it's the team's profile as a whole which sets the tone in the end. We combine some classic individual profiles with some atypical ones (former actors, people with particular communication talents, very much at ease in public, with a ready smile, rather extravert etc.)
- Fluent in the national language, English and a 3rd language. Skills / Qualities Wyndham Grand: a new service attitude centred on proximity, sociability and sharing experience.
Ensure all staff embody the same mindset by developing each individual's sense of curiosity,
open-mindedness, interpersonal skills and sense of initiative. - Team spirit
- Enthusiastic
- Spontaneous and empathic
- Good listening skills and ability to anticipate
- Good presentation, confident speaking skills
- Dynamic
- Sales oriented
**Salary**: RM1,900.00 - RM2,300.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Parental leave
**Education**:
- STM/STPM (preferred)
**Experience**:
- Security: 2 years (preferred)
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