Main Duties and Responsibilities:

1. Booking job

•                   Update customer profile, group information, departure time, arrival time, other requests of guests

2. Welcoming customers

• Arrange rooms on the system & Prepare documents for guests to check in
• Check-in procedures, take photos, update documents, pay deposit, register to stay for guests
• Ensure customer records are fully and accurately updated into the system in a timely manner
• Check and prepare facilities
• Welcoming guests to check in

3. Taking care of guests during their stay

• Receive, issue and process information of Customer Service Center
• Receive and process service requests from customers
• Handle guest requests during the stay such as changing rooms, renewing keys, visitors, etc.
• Handling lost/recovered items
• Guide visitors
• Handle guest requests during before, during and after the stay via phone such as adding items, amenities, receiving requests for room service, providing information, etc. ..
• Book meeting rooms for guests
• Service chargeable services

4. Farewell to guests

• Farewell to guests who have a request to see them off
• Prepare guest records for check-out
• Make a check-out reminder call
• Print electronic VAT invoice
• Carry out check-out procedures, extend or shorten stay for guests

5. Cashier work

• Check and store the invoices generated during the day
• Make money exchange for guests and exchange it back with the cashier
• Handing over assets and money between shifts
• Performing payments, credit reconciliation, opening and closing the PM virtual room, adjusting revenue when necessary
• Make end of shift revenue report, drop money and report
• Ensure money exchange is correct and fraud-free. Rates are always updated in a timely manner

6. Reporting & System Management

• Lend valuable items to guests
• Update notes in customer profile
• Handling system interruption situations

Reception Area Maintenance

•                   Keep reception area clean and neat

Skills

• Customer service orientation
• Attention to detail and accuracy
• Planning and organizing
• Ability to multitask and prioritize
• Professional appearance and attitude
• Effective verbal and written communication skills
• Ability to handle stress and stay calm under pressure
• Conflict resolution skills
• Decision making and judgment skills
• Team work
• Flexible regarding work schedules
• Ability to respond appropriately to diverse customers and guests