One Stop Service Ambassador

Job description

Key tasks

• Greet guests and fellow associates in the hotel all the times
• Ensure prompt, polite and accurate handling of all telephone calls and messages
• Be completely familiar with the hotel’s telephone system and related functions, i.e. voice mail, call logging etc.
• Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection
• Answer guest’s inquires over the phone or connect caller to relevant department
• Responsible for placing of guests’ wake-up calls accurately and timely
• Responsible for monitoring wake-up call log and take appropriate action if a call is not answered.
• Responsible for paging of hotel personnel correctly
• Record and process group reservations
• Ensure all facets of a reservation has been proceed i.e. transportation, amenity
• Provide information to clients on hotel services, activities & attractive for the area
• Process amendments to reservations(extension, early departure)
• Carry out mock calls to competitive hotels for market information
• Investigate and handle no show reservations
• Record special billing arrangements for groups and conventions
• Liaise with Credit Manager for all reservations requiring credit approval
• Be aware of rate changes/ special offers/ promotions/ close out dates
• Monitor reservation levels and inform Managers on current and future occupancy rates
• Handle all guest requests promptly and follow up that all requests have been responded to the guest’s full satisfaction
• Take appropriate action to resolve guest complaints
• Have a thorough knowledge of emergency procedures; i.e. fire, alarm, evacuation, bomb, threat etc.