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- Consistently follow the 10 foot rule and greet all guests in a warm, friendly, courteous and service orientated manner at all times.
- Assist the Guest Service Manager in training and supervising the associate.
- Room assignment for Groups arrival and day to day arrival preferences guest. Check Guest Service Agent's daily task on arrival & closing of shift. Ensure closing and credit card charges are posted correctly. Learn the GHA Discovery Claiming & Burning of points ($DDOLLARS)
- Greet guests as they approach the reception counter for check in & check out or inquiring on information.
- Communicate effectively, both verbally and in writing and establish a clear 2 way communication channel with all parties.
- Observe performance and encourage improvement where necessary.
- Organise and conduct pre-shift and departmental meetings communicating pertinent information to the staff such as occupancy, VIP arrival/in-house and total on day coverage.
- Prepare a list of potential guests that can be upsold room & Breakfast.
- Ensure the counter is always sufficient room keys, key envelop and other stationaries that required to carry out daily check in & check out.
- Handles personalise check-in and check-out for all VIP arrivals and Suites room booked guest.
- Ensure Platinum & Titanium guest are recognized and upgraded given accordingly. Push daily enrolment.
- Drive daily room upsell with the team, couch GSAs to meet target set by FOM.
- Always escort guests' to the lift when an opportunity arises and explain how the key card is used to access their floors.
- Assume responsibility and accountability for the safekeeping and handling of the Front Office Cash Float.
- Respond to guest inquiries regarding room and rates and services. Address any specific concerns regarding services and premises.
- Perform follow up duties to ensure continuous guest satisfaction and take orders for additional services.
Guest Service Supervisor - Kuala Lumpur, Malaysia - PARKROYAL COLLECTION Kuala Lumpur
Description
The Role
As the Guest Service Supervisor of PARKROYAL COLLECTION and Pan Pacific Serviced Suites Kuala Lumpur, responsible to execute all day to day operations. This position primary focus is on operations, staff training and daily coaching to achieve facility and service standard expectations. Day to day operations will include driving room & Breakfast upsell to achieve monthly target. This will require working closely with Guest Service Manager & Front Office Manager for the betterment of front desk operations and guest experience.
Talent Profile
1-2 years of hospitality service working experiences.
Familiar with Opera System.
Strong communication skills.
Passionate in dealing with guests.
Good leadership skills
Energitic