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