Check-In/Check-Out
Job Description
- Verify guests reservations, and assist with the check-in process.
- Provide information about hotel facilities, and any necessary assistance.
- Manage check-out procedures, settle payments, and ensure a smooth departure process.
Handling Guest Queries
- Respond promptly to guest inquiries in person, over the phone, or via email.
- Provide information about hotel services, local attractions, transportation, and dining options.
- Resolve guest concerns or redirect them to the appropriate department for assistance.
Complaint Resolution
- Listen attentively to guest complaints, showing empathy and understanding.
- Take appropriate action to resolve issues, involving management if necessary.
- Follow up with guests to ensure their satisfaction and a positive resolution.
Guest Requests
- Fulfill guest requests promptly, whether for extra amenities, room changes, or special accommodations.
- Coordinate with other departments to meet guest needs, such as housekeeping or maintenance.
Cancellations And Modifications
- Assist guests with modifying or canceling reservations according to hotel policies.
- Communicate any cancellation fees or terms to guests and process refunds or adjustments as needed.
Reservation Management
- Make new reservations, ensuring accuracy in guest details, dates, and room preferences.
- Maintain an organized system for managing reservations, ensuring accuracy and availability.
Payment Processing
- Handle guest payments, process invoices, and accurately manage billing information.
- Verify payment methods and ensure proper authorization before check-in.
Maintaining Records
- Keep detailed and accurate records of guest interactions, requests, reservations, and payments.
- Use hotel management software or systems to update and maintain databases.
Collaboration
- Coordinate with other departments to ensure a seamless guest experience.
- Communicate guest needs or special requests to relevant staff members.
Upselling And Promotions
- Inform guests about additional services, upgrades, or promotions available during their stay.
- Encourage guests to consider additional amenities or services that could enhance their experience.
, Job Requirements:
- Excellent communication skills, both verbal and written.
- Strong organizational and multitasking abilities.
- Ability to work in a fast-paced environment and remain calm under pressure.
- Flexibility to work in shifts, including evenings, weekends, and holidays.
[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-greystone-management-sdn-bhd-job-customer-service-assistant]
