Guest Services Ambassador

Position summary statement:

The incumbent will check in/out guests according to hotel procedures and ensure all guests’ accounts are correct and settled upon check out. Attend to all guests’ enquiries and complaints and to ensure guests’ satisfaction.

Primary Responsibilities:

• Sell, register and assign rooms to incoming guests, ensuring that registration cards are filled up correctly. Check out departing guests as per procedures.
• Inform relevant departments of arrival, room changes, check out and special arrangements.
• Accepts reservation in the absence of Reservation Assistant.
• Record in Handover List of any special arrangements and important matters for follow-up.
• Liaise with Duty Manager or Front Office Supervisor regarding any complaints.
• Perform cashiering and maintain a complete record of guests’ account.
• Check all guests’ bills before presentation to guest upon check out.
• Charge all monies due to the hotel to the respective travel agents or companies.
• Declare all shortages or excess to Accounts Department.
• Attend to all requests and requirements from guests promptly and handle complaints tactfully.
• To ensure all guests preferences are met to the best of our ability and strive to (MADDAM) “Make A Difference, Do A Little More”.
• Create a positive first impression to guests with regards to corporate image.
• Read entries in Communication Book and ensure all instructions and tasks assigned are follow-up.
• Ensure procedures and policies on city ledger are followed.
• To be aware of all VIP and Special Attention guests’ arrivals and departures.
• Ensure all Pan Pacific Discovery Members, VIP and Special Attention guests are met up by Duty Manager, and benefits are explained upon check in.
• To undertake any other reasonable assignment by the Duty Manager and Front Office Manager, as and when required.

• Should possess GCE ‘O’ or ‘N’ level
• Fluent in English
• Good written and oral skills
• Proven record of working independently, a self starter
• High customer service focus
  
• Excellent interpersonal and human relations abilities
  
• High levels of flexibility and adaptability
  
• Strong team playing skills
  
• Act with utmost integrity

PARKROYAL on Beach Road is dedicated to providing equal employment opportunities, including individuals with disabilities.

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