Front Office

MERCURE MIRI CITY CENTRE

Primary Responsibilities

• Assist guests with check in and checkout, as well as other cashiering duties

• Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary

• Welcome guests on arrival, register and issue room keys according to departmental standards and procedures

• Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival

• Liaise closely with other relevant departments to ensure that guests requests and needs are met

• Update and maintain repeat guest history system

• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue

• Handle guests’ complaints and comments tactfully and efficiently

• Handling guests’ mails, messages, and answering of phone calls

• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed

• Be vigilant in regard to in-house credit matters and act upon any discrepancies

• Alert Security or Duty Manager of suspicious looking person(s) / articles

• Process all incoming and outgoing calls accurately and courteously

• Ensure smooth internal telecommunication as per Hotel Standards

• Record and control wake-up calls accurately

• Assist guests with international calls and directory queries. Address guests by name whenever possible

• Bill call costs

• Handle guests request promptly, report complaints and irregularities to the Front Office Manager or Duty Manager

• Strictly abides by standards policies and procedure governing cases of emergency such as fire, bomb scare and other critical situations

• Page staff member when requested

• Abide by principles of guest privacy

• Be aware of local telephone listings and frequently dialed numbers

• Advise defects on switchboard equipment to Duty Manager

• Maintain clean work environment