Front Office Guest Experience Executive

SUMMARY:

To provide the most efficient and courteous service to all guests and to deliver the most complete and personalized service as may be required by the guests in all areas of Customer Service Operations.

DUTIES & RESPONSIBILITIES:

• Adhere to our grooming standards at all times.

• Managing operations by overseeing day-to-day operations and building teamwork between departments.

• Welcomes and greets guests (by name if known) always in a warm and friendly manner.

• Conducts guest’s Check-In & Check-Out in an accurate, efficient and friendly manner.  Conducts in-room orientation in a professional manner. Issues keys based on strict established procedures.

• Ensures that all guest’s registry information is complete and handled with privacy and confidentiality.

• Familiarizes him/herself with all information regarding the property’s facilities, services, operating hours, special promotions and events at all times.

• Work to achieve financial and guest satisfaction targets.

• Updates him/herself in all citywide special events so as to provide guest with accurate information and advice when requested.

• Addresses all guests’ concerns, complaints and unusual incidents experienced with the utmost urgency and reports to the management.

• Coordinates properly with Housekeeping regarding room status (check-in, check-out and other special instructions for the tenants)

• Knows by heart all emergency and safety procedures, and to properly act based on them when the situation arises.

• Maintains the cleanliness and neatness of all work areas, utilizing free time cleaning and tidying up.

• Conducts accurate handling of payment transactions based on strict established procedures. (i.e. Cash & paid-outs, credit cards)

• Coordinates with finance department in settlement of guest folios, handling special billing instructions as well as other billing related queries.

• Conducts wakeup call and Night Audit Tasks based on established procedures and guidelines.

• Managing reservations by reviewing arrival lists and room allocations.

• Ensures that all reservations are entered accurately, and database update maintained consistently.

• Develops and maintains an accurate and updated filling system of all correspondence for easy access and retrieval.

• Transfers calls to guests and takes messages accurately using the standard approved phrasing.

• Activates voice mail system in the event that the reception desk is unattended at any given time.

• Turns over information and ensures all legitimate pending tasks are properly endorsed and acted upon by the succeeding shift.

• Support Concierge in handling guest enquiries and transportation arrangements upon guest request.

• Mentoring and providing coaching support to junior team members.

• Comply with Security on the fire regulations and safety legislation.

• Any other duties as directed.