Guest Service Assistant

TROVE Hotel Johor Bahru
01 October 2019
  • To ensure that guest service such as check-in and check-out are done courteously, promptly and efficiently.
  • Rules and regulations, grooming codes and code of conduct of employees as well as customer relations are adhered to at all times. Maintain intimate knowledge of departmental standards and procedures
  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity.
  • To ensure that check-in procedures are done in detail and correctly such as, getting the mode of payment, collecting guest ID/ passport, collecting of business card and obtaining departure time etc.
  • Keeps abreast of all modifications to accounting policies and procedures
  • Safeguard the cash float assigned and to be fully accountable for it.
  • Aware of various types of billing and to ensure that all necessary documents are attached to registration card.
  • To be familiar to the measure and the steps to be taken when the system fails and all back up procedures.
  • Familiar with the steps of checking out along with cash transactions, currency exchange and credit notes.
  • To be familiar as to how take reservations, be it walk in guest or a future date.
  • Ensure that all guests’ requests and queries are handled in a polite, efficient manner and a high level of customer service in consistently maintained. Refer to supervisor/ Duty Manager if unable to assist.
  • Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state.
  • Report any discrepancies such as skippers and dispute on bills so that action can be taken and no loss is suffered.
  • 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
  • Ensure a high level of product knowledge of the hotel and local area and know the daily happenings in the hotel.
  • Ensure that Duty Manager and Front Office Manager is kept fully aware of any relevant feedback from either the customers or from other department.
  • Assist guests with any inquiries regarding local entertainment, restaurants or transportation
  • Maintain efficient and effective flow of information with guests and all internal departments
  • Handle additional duties as needed by guests or management.
scroll to top