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Front Office Team

1 month ago

Johor Bahru, Malaysia Amari Johor Bahru Full time

Requirement:

- 1-3 years experiences in related industry in Hospitality

**Job Description**:
**General**
- Reads the logbook daily and take action accordingly.
- Provides information regarding the hotel’s facilities & services.
- Ensures to always be informed of VIP in-house and daily functions.
- Handles guest complaints in accordance with service recovery guidelines.

**Front Desk**
- Assigns rooms and checks in/out guests in accordance with established standards.
- Checks guest history of all arrivals on shift and gets familiarized with the information.
- Greets and addresses guests by name.
- Thanks every guest when they depart.
- Exchanges money for guests in accordance with the hotel’s foreign exchange policy & procedure.
- Handles the following situations in accordance with hotel policy:

- Early arrivals and late check outs
- Rebate and paid outs
- Refund
- Runs the night audit
- Post folios and relevant data in the system immediately and accurately.

**Communications**
- Operates the switchboard in accordance with the hotel’s high standards of guest courtesy and efficiency.
- Places requested wake-up calls.
- Ensure all calls are answered courteously, efficiently and timely.
- Takes telephone messages.
- Keeps a record of all emergency telephone numbers.
- Knows how to operate the hotel’s paging system.
- Uses the PMS for messages, locators and traces.
- Handles all operator-assisted calls in accordance with established standards.
- Knows role and action to take in case of emergency.

**Business Centre**
- Ensures incoming faxes for guests are complete, legible and delivered to the room within 15 minutes.
- Types guest correspondence as required.
- Know how to operate Microsoft Office and Internet and able to explain to guests if requested.
- Bills guests for services in accordance with the hotel’s billing policy and procedure.

**Guest Relations**
- Escort guests to the room.
- Follows up and follows through on requests by guests for reservations at outside facilities such as restaurants, tours etc.
- Clears expected departures.
- Coordinates with Housekeeping concerning room status and others.
- Checks guest history, arrival list and ensures all routing and special instructions are properly implemented.
- Assigns rooms and checks in/out guests in accordance with established standards.
- Checks guest history of all arrivals on shift and gets familiarized with the information.
- Greets and addresses guests by name.
- Thanks every guest when they depart.
- Handles the following situations in accordance with hotel policy:

- Early arrivals and late check outs
- Refund
- Post folios and relevant data in the system immediately and accurately.
- Serves guests F&B in accordance with established standards.