Department: Front Office Department

Reports to: Head of Department

SUMMARY / SPECIFICATION OF POSITION

• Responsible to attend to customers booking queries and ensure that all bookings are put through on the relevant system.
• Assist hotel guests efficiently, courteously and professionally.

DUTIES & RESPONSIBILITIES

• Must have impeccable customer service skills and be excellent communication.
• Proficiency in English (Other languages is a plus).
• Answering telephone and reply emails or social media as per the company standard.
• Make new reservations, amend and cancel reservation according to the guest’s request.
• Check reservation entered on daily basis to avoid input error.
• Manual encoding of OTA booking from the email.
• Co-ordinate with other departments for arranging guest requests.
• Follow ups payments effectively
• Ensure daily tasks lists are covered before end of the shift
• Ensure that incoming emails requiring reply are answered with minimum delay, and whenever possible the same day of received.
• Standby at Louge
• Key in reservation and OTA
• FPCS
• Social Media respond
• Breakfast
• Top up electricity
• Respond Email
• Respond Massage request on OTAs

GENERAL RESPONSIBILITIES

• Answer and assist all incoming telephone/phone calls
• General Front Office duties
• Coordinates information between reservation and FO Team.