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Position Title
Front Office Assistant
Reports To
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Front Office Assistant

Position Title
Reports To

Duties & Responsibilities

  1. Manage guest experience by ensuring the followings are provided.
    1. Thoughtful and attentive service with relaxed efficiency.
    2. Complete responsiveness to the desire of the hotel guests.
    3. Quality service of the hospitality is optimized in accordance to hotel procedure (SOP).
  2. To report duty punctually, wearing hotel uniform and maintaining a high standard of personal appearance and hygiene at all times.
  3. Welcoming and receiving of guest arrivals, registering and maintaining the rapport with guest in a friendly and professional manner, cordially and with a pleasant smile.
  4. Register FIT / GIT guests promptly following hotel procedure (SOP) for registration, key handling, payment, messages handling and ensure that they are provided with all the necessary information.
  5. Ensure FIT / GIT guest registration forms have the accurate information.
  6. To attend and assist Reservation Department in creating room reservation into hotel system (PMS) during their absence.
  7. Ensure all guests’ requests and complaints must be well handled and followed up efficiently.
  8. Ensure that a sale attitude is adopted at all times to up sell products and services available in the hotel, and to maintain the awareness.
  9. Ensure guests are checked out efficiently with a full payment collected and to obtain feedback from guest for improvement.
  10. To keep lobby information board, flyers and reading materials are up to date.
  11. Ensure the cleanliness at working station including back office, reception counter, lobby, drop off area and luggage room are maintained at all times.
  12. Handle all incoming messages, parcels, envelopes and boxes properly with a proper recording, take a good care of them and distribute to respective person.
  13. Fully aware or hotel emergency procedures (SOP) and always be alert and be prepared at all times if any emergency situation arises.
  14. Be aware of surrounding areas, interesting places, hotel layout and facilities, operating hours and current promotions taking place, to facilitate guests with accurate information.
  15. To adhere with Front Office procedures (SOP) for all tasks specified at any one time.
  16. In general, perform any other duties that might be assigned by higher management.
  17. Must be willing to work on shift especially night shift.

Prerequisites

  • Proven success in a similar role and environment.
  • Empathy towards your customers and colleagues.
  • Pride and attention to detail.
  • Polished personal presentation with Warm, confident and hospitable personality.

Education

Malaysian Special Skills Certificate (Preferred)

Experience

Front Office: 1 year (Preferred)

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