GUEST RELATIONS ASSOCIATE/ FRONT OFFICE STAFF for BE Resorts Mactan in Punta Engaño, Lapu-Lapu City.
PURPOSE
Provide utmost guest satisfaction by anticipating and responding to every guest’s needs with flexibility and attention to detail and endeavor to make each stay as worthy experience for the guest and a gainful undertaking for the hotel; meet guest expectations realizing the importance of leaving room for improvements and seek to attain the highest level of quality and service with a warm, responsive and personal touch
DUTIES AND RESPONSIBILITIES
OPERATIONS
1. Perform check-in and check-out procedure, accommodate special requests whenever possible
2. Assist in pre-registration and blocking of rooms for reservations
3. Understand and adhere to proper credit, check cashing and cash handling policies and procedure
4. Know room locations, type of rooms available and room rates
5. Use suggestive selling techniques to sell rooms and to promote other services of the hotel
6. Check arrival folder and ensure that registration materials are properly arranged and correctly prepared
7. Ensure all expected arrivals have pre-blocked rooms
8. Log in and read communications log book; turn over to the next shift any important instructions and pending items
9. Check for any action memos or department memos that pertain to staff; sign once read and understood
10. Check calendar for the day’s reminders
11. Attend briefings before start of shift
12. Endorse any pending matters from the previous shift to the housekeeping Manager/Supervisor
13. Log fax received through front office fax machine including name of addressee, room number, time received
14. Coordinate room status updates with the housekeeping department by notifying them of all check-outs, late check-outs, early check-ins, special requests and part day rooms
15. Possess a working knowledge of reservations; take some day reservations and future reservations when necessary; know cancellation procedure
16. Know how to use front office equipment
17. Follow procedure for issuing and closing safety deposit boxes used by guests
18. Use proper message handling procedures
19. Maintain constant communication with Housekeeping Coordinator for latest updates on room status
20. Review room blockings in the previous nights
21. Identify all due out rooms and arrange supporting documents
22. Verify method of payment and ensure that sufficient credit card approval has been obtained to ensure fast check-out service
23. Ensure that authorized persons are not allowed at the Front Desk Area
24. Handle and promptly act on guest complaints to ensure optimum guest satisfaction
25. Inform Front Office Supervisor of guest complaints for notation in Guest History File
26. Report any unusual occurrences or requests to the Manager or Supervisor
27. Be familiar with hotel’s facilities for the purpose of assisting guests and giving them correct information
28. Coordinate with housekeeping in the maintenance, cleanliness and orderliness of the work area
29. Ensure that all clients consistently receive prompt, efficient and friendly service
30. Coordinate with housekeeping regarding expected group arrival and VIP arrival for the day
31. Attend regular staff meetings in order to keep updated with information and procedure relating to Front Desk Operations
32. Perform other related duties as may assigned by superior
REQUIREMENTS
EDUCATION : college graduate, preferably HRM, Tourism and related courses
QUALIFICATIONS :
§ with very good communication skills
§ with cheerful disposition, courteous and well-mannered
§ personable, friendly, proactive
Job Type: Full-time
Work Location: In person