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Front Office Assistant

Hilton Petaling Jaya

MYR 1,500.00 - MYR 1,500.00

JOB DESCRIPTION

JOB DESCRIPTION

  • Action on shift hand-over report by checking traces, guest credit status, and guest special requests.
  • Completing room assignment during the morning by checking guest profiles, important remarks and placing complimentary order according to guest recognition program.
  • Coordinate with florist, EBC and room service by preparing necessary reports once room assignment is done.
  • Follow-up on departures especially during high occupancy.
  • Handling check in when rooms are not ready by explaining to guest about the hotel check in policies and assigning guest to storing their baggage.
  • To scan the “Skipper and Sleepers” report through the computer against housekeeping reports for discrepancy at specified intervals.
  • To keep Front Office back up system and reports up to date by doing on-line back-up and printing Front Office back-up reports at specified time and interval.
  • Be fully aware on the “current status” and “future availability” through the computer screen especially prior to beginning of shift work.
  • Must be able to input different types of routing namely to companies, to travel agents, to other rooms, and to a paymaster.
  • Must be able to check credit status before inputting routing instructions.
  • Be fully aware of the standard procedures of taking a third party payment.
  • To input a simple HILSTAR reservation and update a HILSTAR notification.
  • Ensure HILSTAR bookings are not input with duplicate guest profiles.
  • Complete 3 days 24 hours checks.
  • Ensure all arrivals reservation is input with necessary information namely traces for preparing breakfast vouchers, special packages like Motorola and Family Fun package.
  • Be fully aware of the reservation filing system for easy access to information.
  • Input a group reservation and ensure market segment codes and packages codes are set up correctly.
  • Be fully aware of the latest in house and local promotions to generate return business.
  • Be able to inform or explain to hotel guest on room facilities and house entertainment as and when required.
  • Be fully knowledgeable on relevant information relating to interest in Petaling Jaya and Kuala Lumpur, main shopping areas, local attraction and etc therefore offering firsthand positive information to the hotel guest as and necessary.
  • To note down requests or information required by hotel guests as and when requested or required, and to act accordingly.
  • To record all-important or unusual events or incidence, “follow-up” items and details in the Logbook for assistant Manager or the Front Office Manager.
  • Be fully aware of the standard procedures of handling a request on safe deposit box and must be able to advice guest on the policies.
  • Be fully aware of the Hilton Honors Programme as a tool to generate return business such as features of Hilton Honors and ways or methods to collect extra points.
  • Handle inquiries relating to Hilton Honors and frequent Flyers programmes.
  • To be fully competent with the in house guest recognition programme such as gifts, fruit cards and VIP policies in order to prepare necessary reports and complimentary order.
  • To extent information to long stay and Japanese guest in terms of facilities and benefits which are available in the hotel.
  • Must understand fully the different types of accounts namely passer by accounts, in-house guest accounts and house accounts.
  • Be fully competent in inputting a rebate positing and must understand the policy before inputting a rebate positing.
  • Be fully aware of the cash paid out policy and assist the front office assistance on the same matter whenever necessary.
  • Must be able to complete a “Late Charge” whenever necessary.
     


JOB REQUIREMENT

JOB REQUIREMENT

  • SPM/ MCE qualification.
  • Experience in the hotel industry.
  • Good communication and customer service skills.
     

Hilton Petaling Jaya

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