Guest Services Officer - Front Desk Job at Four Seasons (Kuala Lumpur)

Job Description

Guest Services Officer - Front Desk welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Job Responsibility

Checks in guest in an efficient and friendly manner, using guest name whenever possible
Assures that guest is assigned type of room requested and the correct rate is charged
Arranges for luggage to be delivered to guest room
Issues correct keys to the guest
Checks out guest at end of stay
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest
Settles bill accurately through credit card or cash transaction
Maintains a balanced bank assigned by the hotel
Makes change, cashes checks, exchanges foreign currency
Reconciles all transactions at the close of each shift
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
resolves customer complaints
assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests in an accurate and timely manner
Interaction with guest will be in person and by phone
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
Works harmoniously and professionally with co-workers and supervisors
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff
Can answer guest calls and direct them appropriately in the absence of a Communications Operator
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests

Requirements

Poses an affinity for guest service
Excellent personal presentation and interpersonal skills
Good knowledge in front office operations
Ability to use the Opera System is an advantage
Certificate in related discipline
Able to work a flexible schedule with the ability to work all shifts, weekends and holidays as per business demands and needs
Excellent reading, writing, and oral proficiency in English language
Must be able to speak, read, and write Bahasa Malaysia
Must have the right to work in Malaysia

What we offer

Competitive salary, wages, and a comprehensive benefits package
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for employee uniforms
Complimentary employee meals

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Guest Services Officer - Front Desk

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