Guest Service Associate ( Lounge Domestic & International)

Job Scop

Contribute to guest satisfaction standards by ensuring that Front Office / Lounge services are quickly addressed, and where possible, anticipate individual needs. Ensure the safety and comfort of guests and that any requests for service are handled in a courteous and efficient manner.

• Effectively supervise and support the day to day operations of the front desk / lounge operations.
• Manages the staff of Front Office / Lounge in absence of Manager.
• Ensure all tasks assigned are completed in a timely manner, and any outstanding tasks are properly communicated to the Duty Manager / Asst. Manager / Lounge Manager / Front Office Manager on duty.
• Responsible to keep all Front Office / Reception Standards and Procedures in line with Brand Policies.
• Ensure the proper follow up of the room requests / guest requests & co-ordination with housekeeping / F&B team.
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information / lounge access / admission instructions from Banks, Cards etc.,
• Ensure all guests positive and constructive comments are passed onto the Manager on duty when necessary.
• Maintain highest standards of Quality Assurance and Guest Satisfaction in accordance with set KPIs.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain communication channels between hotel / lounge guests and all hotel / lounge departments both verbally and in writing as required.
• Use every opportunity to promote hotel / lounge facilities and maximize hotel / lounge revenue.
• Able to motivate the staffs to upsell and promoting hotel rooms / lounge walk-ins and other outlets in the hotel / lounge services such Bar, Spa Services etc.,
• To carry out cashier duties including collect payment upon check-in / check-out.
• Understanding of Front Office / Lounge Operating Manual policies and compliance.
• Responds to and handles guest problems and complaints.
• Stays visible and interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Familiar with company and other loyalty programs, Airlines Grades, Banks etc.,
• Adheres to Hotel / Lounge Service Quality Standards.
• Ensure that all potential and real Hazards are reported immediately and rectified.
• Responds swiftly and effectively in any hotel / lounge emergency or safety situation.
• Understands and adheres to safety, security policies and procedures.
• Conduct performance development review of staff. Guide and improve performance where there is shortfall in performance.
• Coach and train Front Office / Lounge team members.
• Champions upselling strategies and initiatives including training needs.
• Understanding of the Crisis Management Manual and Business Continuity Plan. Ability to train colleagues on these policies apart from conducting drills.
• Ensure adequate stocks are available to meet the operational requirements on front office / lounge daily operations.
• Ensure all front office / lounge equipment are kept in good working conditions.
• Any and all other work as required to complete the primary purpose of the position.
• Job Profile

• Previous experience with Front Office / Lounge / Hotel Supervisory role with 1 year experience from an international chain hotel.
• Proficient in English and local language both written and spoken.
• Pleasant personality with good communication and interpersonal skills.
• Excellent grooming standards.
• Previous experience in Front Office in a leadership role for 2 year.
• Proficiency in Microsoft Office and Property Management System