Customer Service
* Provide a friendly and professional welcome to all guests, offering assistance with luggage and valet parking.
* Maintain up-to-date knowledge of hotel services, facilities, rates, packages, and menus.
* Offer recommendations for local attractions, dining, and activities, enhancing the guest experience.
* Respond promptly to guest requests, complaints, or feedback, escalating to management where necessary.
* Deliver excellent telephone, email, and in-person communication, representing the hotel positively at all times.
* Handle check-in and check-out efficiently, ensuring accuracy of accounts and providing a seamless guest experience.
* Manage reservations, cancellations, and amendments using hotel booking systems.
* Maintain accurate records and reports, including daily logbooks and shift handovers.
* Assist with administrative tasks, including correspondence, guest billing, and departmental documentation.
* Actively promote hotel services, packages, and special offers to guests.
* Encourage room upgrades, dining experiences, and other value-added services to maximise guest satisfaction and hotel revenue.
* Work collaboratively with the Reception team, housekeeping, F&B, and other departments to ensure smooth daily operations.
* Provide support across departments when needed, demonstrating flexibility and a positive attitude.
* Participate in training and development activities to improve skills and service quality.
* Adhere to all hotel policies and procedures, including Health & Safety, fire, and emergency protocols.
* Ensure the safety and security of guests, staff, and hotel property at all times.