Job description
Position Purpose: To assist the guests efficiently, courteously and professionally in all front office related functions.
Key Result Areas:
· Respond to requests for technical assistance via phone, emails, a system, or in person
· Guide the team and client about their problems and how to solve them
· Forward problems, work orders etc. to the concerned departments and request them to take action
· Identify problems requiring urgent attention and take appropriate action on them
· Follow the helpdesk procedures and maintain records of all interactions
· Stay updated with changing technologies to maintain efficiency
· To receive, communicate and check-in guests in correspondence with company policy.
· Take care of special wishes / requests of guests and pass onto the appropriate personnel.
· Check out leaving guests, make up bills and handle payments in correspondence with company procedures.
· To manage and make appropriate records to ensure guest requirements are satisfied.
· Liaise with other functions (e.g. housekeeping) regarding guest requirements (e.g. late / early check-in, newspapers, fruit etc.)
· Ensure all Guest Information is displayed is accurate, up to date and meets customer requirements.
· Professional management of any complaints in accordance with company procedures.
Key Competencies:
· Be well groomed and have a professional appearance and attitude
· Have excellent oral and written communication skills
· Interact with other employees of the team and client to co-ordinate and solve various problems, complaints, etc.
· Have good writing skills
· Possess good analytical skills to scrutinize problems and help solve them
· Proficient in planning and organizing the everyday workload
· Minimum 2 year experience as front reception or guest service agent at senior level.
· Completed a business college course or secretarial / admin course (optional)
· Commitment to an exceptional guest service to high standards.
· Strong interpersonal and oral communication skills.
· Passion and excitement for the hospitality / service industry.