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Guest Services Officer

Salary undisclosed

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Job summary:
  • Flexible hours available
  • No experience required for this role
  • Expected salary: $1,800 - $2,200 per month

PRIMARY OBJECTIVES

  • To perform check in and check out guests according to hotel procedures and ensure all guests’ accounts are correct and settled upon check out.

  • To attend to all guests’ enquiries and complaints and to ensure guests’ satisfaction.

  • To be smart and tidy in personal appearance.

  • To greet and welcome all guests’ with a smile and cheerful appearance.

MAIN DUTIES AND RESPONSIBILITIES

  • To sell, register and assign rooms to incoming guests, ensuring that all details are filled up correctly on registration card.

  • To issue program room keycards and validate duplicate room keycards to guests.

  • To attend to all requests and requirements from guests promptly and handle complaints tactfully.

  • To assist walk-in guests and in-house guests with alternative accommodation in the event of a full house situation.

  • To inform other departments of arrival, room changes, check out and special arrangements.

  • To maintain mails and information desk routines as per procedures.

  • To answer telephone and guest enquiries.

  • To receive and hold in safe custody on all foreign currencies made by guest as Deposit.

  • To offer up-selling of rooms to a higher category of room type.

  • To accept and take down reservations in the absence of Reservation Staff.

  • To liaise with Guest Services Manager or Supervisor regarding on complaints and special requests.

  • To perform check out procedures and to ensure all bills are settled by guests upon departure.

  • To receive monies from guests in payment of outstanding bills and to refund monies to guests when there is a credit balance due.

  • To balance cash float, credit card transactions and other transactions at end of each shift.

  • To check all guests bills before presentation to guest upon guest check out.

  • To collect or charge all monies due to the hotel to the respective travel agents or companies.

  • To perform cashiering and maintain a complete record of guests’ account.

  • To declare all cash shortages or excess to Finance Department.

  • To file documents and relevant of reports in proper file.

  • To co-ordinate with Sales Department, Housekeeping Department, any other department and Front Office staff to ensure hotel’s objective to provide the most efficient services to guests is achieved.

  • Any other suitable tasks as and when assigned by Superior.