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Company: Luxury Hotel Industry: Hotel Industry
Job Responsibilities:
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Address guests' service needs in a professional, positive, and timely manner.
Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Assign room according to guest request and preferences whenever possible.
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
Assist other employees to ensure proper coverage and prompt guest service.
Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
Perform other reasonable job duties as requested by Supervisors.
Job Requirements:
High school diploma or equivalent training.
With relevant work experience in 5-star hotel will be an advantage.
Well grooming and good communication skills.
Excellent guest service relation skills.
Good at problem solving and detail-minded.
Fluent in written and spoken English/Mandarin/Cantonese.