Job Purpose:

Responsible for all activities relevant to the Front Office such as reception, check in / out, rooming of all Hotel Guests, foreign exchange and assisting with enquiries.

Overseeing all direct aspects of the Guest Relations function to achieve the highest possible Guest satisfaction. Greet VIP Guests personally and endeavour to create future return and VIP Guests. Liaise with other departments to ensure excellent service delivery.

Oversee and direct all aspects of the Concierge function to achieve the highest possible satisfaction to current and future Guests.

• Ensure that the Maison Host is manned at all times, as well as operationally prepared and stocked with all required items
• Maintain the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
• Update all information given by guests on the Registration Card on checkin into Opera, making sure that all required information has been provided
• File all Registration Cards and dockets for inhouse guests in appropriate buckets and perform regular bucketchecks
• Carry out a Routing Instruction Report regularly and ensure that all required backup is attached to the Registration Cards neatly
• Attend the daily shift briefings and monthly communication meetings
• Identify and anticipate guest's needs and assist in any possible way
• Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times
• Assist with escorting guests to their rooms on arrival, explaining all the features and facilities
• Work towards maximizing room revenue by upselling to a higher rate category and selling the highest possible rates for walkin guests
• Carry out cashiering duties like foreign currency exchange, paidouts, etc.
• Close the individual cashier audit at the end of each shift, ensuring that all details balance
• Maintain a cash float and take full responsibility for it, ensuring that it is balanced at all times
• Minimize rebates and ensure that they all have sufficient justification, backup and signatures
• Perform any related duties and special projects as requested by Management

Qualifications and Experiences:

• Minimum of 2 years' experience in a Receptionist/Guest Service position in Front Office, preferably in an international five star hotel with more than 300 rooms
• Bachelor Degree or equivalent
• High level of verbal and written English and Mandarin (Chinese)

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