MAJOR RESPONSIBILITIES AND DUTIES:
- Has complete knowledge of and adheres to the Tiger Resort, Leisure and Entertainment's policies, quality and service standards.
- Has complete knowledge and supports the guest recognition programs and promotions of Tiger Resort, Leisure & Entertainment e.g Loyalty Programs and Rewards Program by Casino.
- Has complete knowledge of operational systems in Front Office such as Opera Property Management System, Vision, Guest Experience Software System (GESS), Salto, Agilysis Desktop, Digivalet Dashboard, EDC Machines and machines / equipment being used at the operations
- Oversees the Front Office Command Center Operations. Handles all Front office related calls, e-mail and reports for Front Office Command Center.
- Checks staff transactions to avoid FO Audit Findings, FO pending and other discrepancies
- Supports the up-selling program of Front Office and promotes the hotel services
- Maintain current product knowledge of events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice
- Attends training programs as set by other departments and external set by the hotel
- Carefully studies the profile of guest arrivals to ensure proper room allocation and reviews the arrivals at last 3 days in advance and coordinates the requirements accordingly with the relevant departments.
- Ensures service standards are met or exceeded in accordance with the Forbes Travel Guide or audits set by the hotel.
- Ensures back up reports and system down report are always up-to-date
- Ensure the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system
- Performs other tasks that maybe assigned by the Management from time to time
JOB SPECIFICATIONS
Educational Requirement
- College Level of any course or equivalent professional training
Experience Requirements
- 3 years working experience in a luxury 5 star hotel as a receptionist
- 1 year experience in a supervisory capacity is preferred
Skills and Attributes
- Excellent in planning and has good execution skills
- Achieves agreed objectives and accepts accountability for results
- Displays exceptional commitment to improving customer service
- Knowledgeable in Hotel Property Management Systems (preferably OPERA)
- Proficient in MS Office
- Skilled in written and spoken English
- Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
