Guest Service Officer/Assistant (Mandarin Speaking)

Tunamaya Beach & Spa Resort - Tioman Island
18 April 2019
  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity
  • Registers and rooms all arrivals according to established procedures
  • Maintain intimate knowledge of departmental standards and procedures
  • Keeps abreast of all modifications to accounting policies and procedures
  • Responsible and attends to guest's request of using the service of safety box at all times
  • Attends to guest's complaints, inquiries and requests, referees problems to supervisor or Front Office Manager if unable to assist
  • All complaints, comments, special requests and other business are to be recorded in the daily handover log
  • To ensure that handover procedures are followed by reading/writing the handover log daily and
  • Ensuring appropriate actions are taken to resolve any outstanding issues
  • To ensure that all guest lost properties are correctly reported/logged.
  • Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times
  • Complete and verify forgotten ID forms
  • 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
  • Process guest folios and collect payment
  • Administer and manage cash handling responsibilities
  • Handle guest requests and concerns promptly and with courtesy
  • Assist guests with any inquiries regarding local entertainment, restaurants or transportation
  • Maintain efficient and effective flow of information with guests and all internal departments
  • To ensure that the bedrooms, public areas and store rooms are set up, cleaned and ready within the agreed time guidelines.
  • To ensure clear communications with other departments to ensure minimal impact on guest
  • service
  • Responsible for maintaining a comfortable atmosphere in the public areas by controlling and monitoring heating, lighting, music/TV.
  • To balance all financials at the end of shift.
  • To be proactive in generating sales and referring sales leads as well as upselling products and services where possible.
  • To attend training meetings, seminars, training courses  and departmental meetings as requested
  • To wear presentable full uniform and name badge when on duty, high standard of personal hygiene and grooming.
  • Handle additional duties as needed by guests or management
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