Front Office Assistant
6 months ago
This position is responsible for the overall operations of reception in providing ultimate service for the hotel guests. The Front Office Assistant should provide the fullest support and cooperation to the front office department in achieving the desired result accordance to our vision and mission statement, objectives and Standard Operating Procedure (SOP) of the Hotel. Front Office Assistant is responsible for the performance of the daily arrivals for check in and departures for check-out (cashiering) of all the hotel guests. Attend to guest requests, answering calls are handled systematically and professionally. Greet all guests and customers in a very professional manner.
**Roles & responsibilities**:
- Welcome and receiving of guest arrivals, registering and maintaining the rapport with guests in the professional manner, cordially and with a pleasant smile.
- Ensure all registration cards have the full information and billing instructions for the guest signature.
- Register guests promptly following the SOP procedures for registration, key handling and message handling and ensure that key are provided with all the necessary information.
- Verify assigned room status against PMS and ensure that all rooms are given to guests upon check-ins are vacant clean.
- Ensure guests detail are updated in the PMS immediately and accurately in order to know the guests’ preferences and special requests.
- Ensure all telephone calls are answered in correct tone, clearly, courteous and professional manner. All guests’ request must be well handled and recorded on shift follow up task sheet.
- Have sounds and familiar of all vouchers, undertaking letter, e-purchase order used or any other remarks pertaining to prepayment or credit facilities in accordance to hotel policy.
- Have sound knowledge of Sunway Pals on discount if applicable, points redemption and earning upon presented by guests.
- Inform Front Office Supervisor or Managers to welcome VIP guests.
- To keep the daily communication log book up to date by written of the briefing information, follow up and guests’ comment.
- To prepare and print the daily shift reports/PMS downtime or back up file.
- To act and complete on daily shift check list at the end individual shifts or handover for follow up and file accordingly.
- Ensure the cleanliness and tidiness of the reception counter and all equipment such as computer, credit card terminals, IC reader machine, printers etc. are well maintain at all times.
- Perform guest room change and handled in proper manner and all relevant department are communicated, approval is obtained from front office supervisor or managers.
- Be aware of all hotels activities and events, theme parks and shopping mall.
- CASHERING_
- To handle all check-outs promptly for FIT - individual and groups guests by ensuring all charges are settled in accordance with the hotel credit policy.
- Ensure that all check out guest room keys are collected and returned accordingly.
- Ensure that all latest bills are posted such as telephone call, outlet, late departure
- Be responsible for all transactions such as paid out, deposits, advance deposits and foreign currencies and credit cards etc.
- Ensure all receipts must print and produce to guests.
- Be alert of forged currencies, local ringgit and credit cards fault.
- Receive and slot guest bills into the correct room folders or group payment master respectively.
- Ensure to prepare and balance individual cash report and remittance envelope at the end of shift.
- Ensure all vouchers for rebate, adjustment, miscellaneous, paid out/refund and correction are clearly explained and supported. Vouchers to be verified by front office supervisor or managers.
- Ensure all city ledgers guest folio to verify by front office supervisor or managers on duty.
- Ensure that no shortage of the float encountered.
- Ensure night reports are correct printed, prepared and distributed accurately.
- PABX ROOM / SERVICE ONE_
- Handles all incoming and outgoing calls in a professional manner.
- Knows all the key personnel and position extensions of the hotel.
- Pronounce with clear standard phrasing to answer internal and external calls.
- Attend to guest enquiries in a professional manner and courteous.
- Take down messages correct and deliver accordingly.
- Receive order and program wake up calls upon request at all times.
- Maintain and report any malfunction of the PABX system to Managers for servicing.
- Familiar with hotel emergency procedures.
- To report unsafe working conditions to manager or security officer.
- **Osha Responsibility**_
1. The main responsibilities of all employees of Hotel are to avoid self-inflicted injury to themselves and any other persons around who might be affected by the employee’s action at work.
2. All employees are to extend their fullest support and cooperation with the employer or any other appointed persons in the discharge of any duties or requirements imposed by the employ
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