Guest Service Associate/ Front Office Staff

GUEST RELATIONS ASSOCIATE/ FRONT OFFICE STAFF for _BE Residences Lahug (BE PODS) _in Lahug, Cebu City.

• PURPOSE

Provide utmost guest satisfaction by anticipating and responding to every guest's needs with flexibility and attention to detail and endeavor to make each stay as worthy experience for the guest and a gainful undertaking for the hotel; meet guest expectations realizing the importance of leaving room for improvements and seek to attain the highest level of quality and service with a warm, responsive and personal touch

• DUTIES AND RESPONSIBILITIES

_OPERATIONS_

• Perform check-in and check-out procedure, accommodate special requests whenever possible
  

• Assist in pre-registration and blocking of rooms for reservations
  

• Understand and adhere to proper credit, check cashing and cash handling policies and procedure
  

• Know room locations, type of rooms available and room rates
  

• Use suggestive selling techniques to sell rooms and to promote other services of the hotel
  

• Check arrival folder and ensure that registration materials are properly arranged and correctly prepared
  

• Ensure all expected arrivals have pre-blocked rooms
  

• Log in and read communications log book; turn over to the next shift any important instructions and pending items
  

• Check for any action memos or department memos that pertain to staff; sign once read and understood
  

• Check calendar for the day's reminders
  

• Attend briefings before start of shift
  

• Endorse any pending matters from the previous shift to the housekeeping Manager/Supervisor
  

• Log fax received through front office fax machine including name of addressee, room number, time received
  

• Coordinate room status updates with the housekeeping department by notifying them of all check-outs, late check-outs, early check-ins, special requests and part day rooms
  

• Possess a working knowledge of reservations; take some day reservations and future reservations when necessary; know cancellation procedure
  

• Know how to use front office equipment
  

• Follow procedure for issuing and closing safety deposit boxes used by guests
  

• Use proper message handling procedures
  

• Maintain constant communication with Housekeeping Coordinator for latest updates on room status
  

• Review room blockings in the previous nights
  

• Identify all due out rooms and arrange supporting documents
  

• Verify method of payment and ensure that sufficient credit card approval has been obtained to ensure fast check-out service
  

• Ensure that authorized persons are not allowed at the Front Desk Area
  

• Handle and promptly act on guest complaints to ensure optimum guest satisfaction
  

• Inform Front Office Supervisor of guest complaints for notation in Guest History File
  

• Report any unusual occurrences or requests to the Manager or Supervisor
  

• Be familiar with hotel's facilities for the purpose of assisting guests and giving them correct information
  

• Coordinate with housekeeping in the maintenance, cleanliness and orderliness of the work area
  

• Ensure that all clients consistently receive prompt, efficient and friendly service
  

• Coordinate with housekeeping regarding expected group arrival and VIP arrival for the day
  

• Attend regular staff meetings in order to keep updated with information and procedure relating to Front Desk Operations
  

• Perform other related duties as may assigned by superior
  
  _REQUIREMENTS_
  
  EDUCATION : college graduate, preferably HRM, Tourism and related courses
  

  QUALIFICATIONS :

  
  at least 5'4 for female / 5'8 for male
  
  with very good communication skills
  
  with cheerful disposition, courteous and well-mannered
  
  personable, friendly, proactive
  
  Job Type: Full-time
  
  Ability to commute/relocate:
• Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)

Education:

* Bachelor's (Required)