GUEST SERVICE ASSISTANT

Guest Service Assistant

Tunamaya Beach & Spa Resort - Tioman Island

17 October 2024

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintain intimate knowledge of departmental standards and procedures
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest's request of using the service of safety box at all times
• Attends to guest's complaints, inquiries and requests, referees problems to supervisor or Front Office Manager if unable to assist
• All complaints, comments, special requests and other business are to be recorded in the daily handover log
• To ensure that handover procedures are followed by reading/writing the handover log daily and
• Ensuring appropriate actions are taken to resolve any outstanding issues
• To ensure that all guest lost properties are correctly reported/logged.
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times
• Complete and verify forgotten ID forms
• Answers telephone calls and answers general building/membership questions or transfers calls to the appropriate administrator
• Responsible for keeping up to date with information on activities and programs and other general information
• Process guest folios and collect payment
• Administer and manage cash handling responsibilities
• Handle guest requests and concerns promptly and with courtesy
• Assist guests with any inquiries regarding local entertainment, restaurants or transportation
• Maintain efficient and effective flow of information with guests and all internal departments
• To ensure that the bedrooms, public areas and store rooms are set up, cleaned and ready within the agreed time guidelines.
• To ensure clear communications with other departments to ensure minimal impact on guest
• service
• Responsible for maintaining a comfortable atmosphere in the public areas by controlling and monitoring heating, lighting, music/TV.
• To balance all financials at the end of shift.
• To be proactive in generating sales and referring sales leads as well as upselling products and services where possible.
• To attend training meetings, seminars, training courses and departmental meetings as requested
• To wear presentable full uniform and name badge when on duty, high standard of personal hygiene and grooming.
• Handle additional duties as needed by guests or management

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