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RESPONSIBILITIES:

• Respond to all Guest requests, concerns and issues in a timely and professional manner.
• Provide premium Guest service by handling all communications, verbal or written, in accordance with the set standards and in coordination with the Front Desk Supervisor.
• Log and maintain accurate records of all Guest inquiries, concerns and requests using systems provided and in accordance with set procedures. Promptly report to the Front Desk Supervisor situations that require the attention of the Front Desk Manager or Guest Services Manager.
• In line with the Global Guest Service Program perform translations of written company documents and assist international Guests in verbal transactions as needed and attend social functions as directed.
• When assigned, perform all tasks related to the phone duty in a courteous, efficient and organized fashion. This includes, but is not limited to, answering the general enquiries line, handling In-Room Dining calls and orders, answer and handle dining reservations calls and fulfill the responsibilities of a telephone concierge to designated signature suite guests.
• When assigned, perform all tasks related to the night duty, including but not limited to handling calls to the emergency line and completing administrative tasks as per schedule and handovers.
• Maintain accurate work order files for easy reference and as per company standard.
• Make use of the library of reference materials associated with the function to assist in answering Guest inquiries accurately and in a timely manner and provide suggestions for updates to the Front Desk Supervisor.
• Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team members personal information (PI) when communicating with Port Agents, Tour Operators,Immigration Officials, etc.