GUEST SERVICE ASSISTANT

Care Luxury Hotels & Resorts; Pahang; On-site; AUD 9,600 - 15,000; Full time

Job summary

A luxury hotel chain is seeking a Guest Service Assistant. The role involves greeting guests warmly, managing inquiries, and ensuring a clean and welcoming front desk area. Ideal candidates should have a background in customer service, strong communication skills, and the ability to handle financial transactions accurately. The position requires proactive sales skills and the ability to assist guests with their needs. Join a team that values exceptional guest experiences and offers opportunities for professional growth.

Qualifications

• Proven experience in customer service in a hospitality environment.
• Ability to handle guest complaints and inquiries effectively.
• Proficient in cash handling responsibilities.

Responsibilities

• Greet guests in a friendly manner and learn their names.
• Handle guest requests and concerns promptly.
• Ensure cleanliness and orderliness of the front desk area.
• Process guest payments and maintain financial records.
• Provide information on local entertainment and transportation.
• Provide information on local entertainment, restaurants, and transportation.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Sales generation

Team communication

Problem solving

Job description

Guest Service Assistant

Tunamaya Beach & Spa Resort - Tioman Island

17 October 2024

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest's name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintain intimate knowledge of departmental standards and procedures
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest's request of using the service of safety box at all times
• Attends to guest's complaints, inquiries and requests, referees problems to supervisor or Front Office Manager if unable to assist
• All complaints, comments, special requests and other business are to be recorded in the daily handover log
• To ensure that handover procedures are followed by reading/writing the handover log daily and
• Ensuring appropriate actions are taken to resolve any outstanding issues
• To ensure that all guest lost properties are correctly reported/logged.
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times
• Complete and verify forgotten ID forms
• Answers telephone calls and answers general building/membership questions or transfers calls to the appropriate administrator
• Responsible for keeping up to date with information on activities and programs and other general information
• Process guest folios and collect payment
• Administer and manage cash handling responsibilities
• Handle guest requests and concerns promptly and with courtesy
• Assist guests with any inquiries regarding local entertainment, restaurants or transportation
• Maintain efficient and effective flow of information with guests and all internal departments
• To ensure that the bedrooms, public areas and store rooms are set up, cleaned and ready within the agreed time guidelines.
• To ensure clear communications with other departments to ensure minimal impact on guest service
• Responsible for maintaining a comfortable atmosphere in the public areas by controlling and monitoring heating, lighting, music/TV.
• To balance all financials at the end of shift.
• To be proactive in generating sales and referring sales leads as well as upselling products and services where possible.
• To attend training meetings, seminars, training courses and departmental meetings as requested
• To wear presentable full uniform and name badge when on duty, high standard of personal hygiene and grooming.
• Handle additional duties as needed by guests or management