Guest Relations Executive

DUTIES & RESPONSIBILITIES

The Guest Relation Executive as an ambassador for Cove55 is required to actively promote the quality image of the hotel at every opportunity. You are responsible to provide professional service to our internal and external guests. Your role will include assignments during normal working hours in Front Office & Reservations.

It is of key importance to note that Cove55 is a small boutique property and thus it will be important and regularly required to perform duties outside of your job description as requested/required by the General Manager, Room Division Manager and Front Office Manager.

  • Answer all incoming telephones calls using appropriate etiquette, transferring calls to appropriate person and taking and relaying messages
  • Taking room reservations and entering them accurately into the rooms management system
  • Management and monitoring of all reservation channels for the resort, ensuring no over-booking situations and maximization of room occupancy
  • Handle all enquiries and forwards them to respective departments for further action
  • Controls administration and filing for all hotel departments
  • Identify and maintain continuous contact with internal and external suppliers
  • Respond and action all incoming resort emails from contact@cove55.com and reservations@cove55.com when necessary
  • Enter and retrieve information contained in computer databases and keep up to date records of reservations and enquiries from guests.
  • Operate standard office equipment other than computers.
  • Welcome and acknowledge each guest from arrival throughout the resort as per the standard
  • Actively listen and respond positively to guest questions and concerns
  • Take guest calls from rooms and action any requests
  • Offer delivery of guest amenities to rooms upon request
  • To upsell the hotel services and Food & Beverage
  • Check-in/Check-out of arriving/departing guests, escorting arrivals to rooms, assisting with bag drop off and collection as required, does a room orientation, take payments and setting up guest bills
  • Offer concierge services by supplying guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities
  • To maintain a professional manner when liaising with guests and always provide high levels of customer service
  • To handle any guest complaints in a calm and professional manner and understand if any service recovery is required to resolve the situation
  • To report to the management any guest complaints and how the situation was handled, and if any further action is required
  • To follow strictly on security, fire, and safety procedures
  • Ensures compliance with company/hotel policies and procedures and supports company mission, values, and standards of ethics and integrity
  • Notify appropriate individuals in the event of accidents, attacks, or other incidents
  • Ensure your work area is always tidy and in good order
  • Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software
  • Create and maintain computer- and paper-based filing and organization systems for records, reports and documents for all hotel departments
  • Compile, copy, sort, and file records of office activities, business transactions, and other activities
  • Enter and locate work-related information using computers and/or point of sale systems
  • Run daily reports (number of arrivals, departures, closing reports, credit card authorizations, shift logs, etc.), identify any special requests, and check reports for accuracy
  • To ensure any guest details, payments details or hotel information is kept private and secure
  • Run daily financial reports and present to resort management
  • Keep a record log of all deliveries and invoices for payment tracking
  • To communicate and inform other departments of any relevant information as needed
  • Be the key point of contact for maintenance and management of Back Office and POS equipment
  • Key point of contact for banking records and banking machines
  • Order, keep and monitor the stock of all resort stationaries
  • Keep track of all Lost & Found items in the Admin Store
  • Keep track of all merchandized items that are for sale in the library
  • Ensure Front Office float of RM500 is always tally at the end of the day

REQUIRED EXPERIENCE/SKILLS/CHARACTER

The ideal candidate will be a friendly, honest, dedicated, and reliable individual who has the willingness to put in extra effort and time when required, as well as the passion and natural affinity to serve customers. You will work well under pressure and enjoy working with a multi-cultural team and guests alike, while possessing following additional competencies:

  • Previous experience in similar position within a 4/5* Hotel
  • Show an excellent command of the English language
  • Be able to work unsupervised to a flexible time schedule
  • Strong multi-tasking abilities
  • Computer skills and financial acumen necessary
  • Experienced in liaising with guests and handling guest complaints, feedbacks, and action on it
  • Great interpersonal and communication skills
  • Sense of ownership and pride in your performance and its impact on company‚Äôs success
Job Summary
Sarawakiana Reta Sdn Bhd
Kuching, Sarawak.
Minimuj 1-2 year experience in similar position within a 4/5* Hotel
Minimum SPM or equivalent.
Full time
1
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