Guest Experience Agent - Bukit Mertajam, Malaysia - Iconic Hotel Penang

Iconic Hotel Penang

Verified Company

Bukit Mertajam, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Management Representative.

To represent management in handling of room enquiries, compliments, complaints, etc.
Where all enquiries are handled immediately and to the satisfaction of the guest.
Where complaints are handled tactfully and resolved to the satisfaction of the guest.
Represents the Management in handling guest complaints/requests, concerning services from all areas of operation and any final decision should be referred and confirmed by the department concerned.
All complaints and compliments are to be reported to the Guest Service Manager on duty and the Front Office Manager.
Perform daily room assignment according to guest preference, arrival time etc.
Contact the Assistant Manager when VIP guest arrive that are to be escorted to their room.
Organize the delivery of guest mail and message as required.
Carry out nightly bucket check so that all records are in order for the following day.
Takes and processes reservations as and when the reservations department is busy.
To represent the Management in the handling of emergency situations.
Where all emergency procedures are known and practice regularly.
Where on night shift, all emergency and/ or incidents should be reported to the Executive on Duty for the day and Front Office Manager. All grave situations and/or emergencies should be referred to the Guest Service Manager and Asst. Front Office Manager and be directed accordingly by the FOM.
And dealings with persons outside the hotel, i.e. Press, Police, etc. must be referred to the Hotel Manager or the Marcom Manager / Executive. No embarrassment, and/or admittance of any liability in the Hotel's name are made. The Hotel and the guest should be protected from such embarrassment. To assist guest on secretary job at the Business Centre. Such as meeting room arrangement, faxing, typing, internet access etc.
To assist telephone operator when necessary in order to ensure the smooth and efficient operation of the telephone console.
Ensure that all incoming calls are attended to promptly.
To ensure the smooth and efficient operation of the Front Dest
Ensure that each guest is treated courteously and promptly.
Ensure that the reception counter looks neat and tidy at all times.
Equips the Front Desk and Cashier at commencement of each shift with adequate stationary and forms.
Ensure that the expected arrival rooms are correctly controlled in order not to turn away any genuine guests during full house situation.
Ensure that the text messages keyed in correctly.
Ensure that all room keys back of the house keys are accounted for.
Any missing key must be reported and action immediately.
Ensure that all equipment and properties of the Front Office are accounted for. To inform the Guest Service Manager of any discrepancies.
Work closely and communicate with all section heads.
Attend Front Office Daily Shift briefing.
Night Shift GSA, to print and prepare registration card and welcome folder for arrivals on the next day.
Coordinating FIT Guests or Group Arrival and Departure
Ensure that all guests are greeted upon checkin.
Ensure that the baggage is handled promptly and efficiently.
To attend and comply, if possible, with every guest request during their stay in the Hotel to ensure that the guest is properly taken care of and to offer whatever assistance if needed.
Bid farewell, if possible, to all guests upon their departure.
Ensure that all the guest' bills are settled and room key is returned before departure.
Must have good knowledge of the Hotel's facilities, services and policies.
To perform any other duties related or unrelated to Front Office, as requested by the guest or as directed by the Management.
Ensure that all expected VIP for the day be properly handled with details by 0900 daily.