NOTE : THE POST IS FOR MALAYSIA CITIZEN ONLY...
Guest Relations
1. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
2. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
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3. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
4. Assist other employees to ensure proper coverage and prompt guest service.
5. Follow up with guests to ensure their requests or problems have been met to their satisfaction.
6. Receive, record, and relay messages accurately, completely, and legibly.
7. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
8. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
9. Answer, record, and process all guest calls, requests, questions, or concerns.
10. Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
11. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
12. Print contingency lists to have a record of all guests in case of emergency.
13. Process all payment types such as room charges, cash, checks, debit, or credit.
14. Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
15. Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Communication
1. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
2. Speak to guests and co-workers using clear, appropriate and professional language.
Working with Others
1. Support all co-workers and treat them with dignity and respect.
2. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
3. Develop and maintain positive and productive working relationships with other employees and departments.
Physical Tasks
1. Stand, sit, or walk for an extended period of time or for an entire work shift.
2. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Check-in/Check-out
1. Accommodate requests for room changes when possible.
2. Communicate to appropriate staff that there are guests that are waiting for an available room.
3. Verify and adjust billing for guests.
4. Clear departures in computer system to document that rooms are no longer occupied.
5. Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
6. Review requests for late check-outs and approve according to occupancy.
Job Type: Full-time
Salary: RM2,600.00 - RM3,000.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Evening shift
- Night shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)
Education:
- Diploma/Advanced Diploma (Preferred)
Experience:
- 4 Stars Hotel: 2 years (Required)
Language:
- BM / BI (Required)
