Guest Service Ambassador (Hotel Receptionist)

Pan Pacific Group; Singapore; On-site; SGD 28,000 - 47,000; Full time

Job summary

Pan Pacific Group is seeking a Front Office associate to efficiently check guests in and out, register rooms, and ensure accurate guest accounts. You will inform relevant departments of arrivals, changes, and special arrangements, while maintaining a high level of service and a positive corporate image.

Responsibilities include handling reservations in the absence of staff, liaising with management on complaints, and ensuring VIP and Special Attention guests are properly greeted and accompanied

Responsibilities

• Sell, register and assign rooms to incoming guests, ensuring 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 reservations 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.

Job description

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.