Guest Services Executive (Reception)
Job Function
To check grooming standards of all Front Office staff.
To read entries in Communication Log Book and carry out instructions and tasks assigned for follow-up.
To assign specific duties to Guest Services Officer and check Night Recapitulation for accuracy.
To determine daily room requirements and ensure guest’s special requests are being checked, room blocked as per guest’s request with regard to room type, non-smoking, extra bed, etc.
To take charge and ensure preparation work is done prior to groups check-in. To ensure group delegates bills are settled before leaving hotel.
To receive and attend to VIPs, wedding couples and regular guests in the absence of Guest Services Managers.
To ensure Guest Services Officers are stationed at reception counter at all times.
To assist the Guest Services Manager to handle complaints of guests and to provide service recovery.
To keep a high standard of cleanliness and smooth operation at the Front Office.
To assist and guide subordinates when they are in difficulties and routine check on work process.
To attend meetings and briefings conducted by Front Office Manager or Guest Services Manager.
To ensure Guest Services Officer arranged all returned keycards neatly and equipment are in good order. To report on any defects/malfunction.
To ensure all room keycards are in good condition and sufficiently stocked.
To ensure there is sufficient weekly stock for Front Desk stationery supplies and to raise requisition stocks for replenishment when need arises.
To conduct inventory of supplies on a weekly basis and check 3 days’ forecast and over-credit limits.
To ensure there is no shortages in the cash float.
To have sound knowledge of current situation and ensure proper communication are being handed over to next shift.
To ensure procedures and policies on city ledger are followed and cashiers attached supporting documents to the city ledger.
To plan weekly roster for Front Desk and obtain Front Office Manager’s approval.
To promote sense of responsibilities, courtesy, cheerfulness and work harmony in Front Office.
To brief and update Guest Services Officers on events and latest developments.
To co-ordinate with Sales Department, Housekeeping Department, any other departments and Front Office staff to ensure hotel’s objective to provide the most efficient services to guests is achieved.
Any other suitable tasks as and when assigned by Senior / Guest Services Manager.