Guest Service Ambassador

Position summary

statement : Guest

Service Ambassador directly addresses the needs of

all guests / customer and ensures an exceptional guest / customer

experience. He / She is responsible in increasing overall guest's

stay experience. responsible meet and exceed guest expectations by

providing efficient and courteous in accordance to Serviced Suites

requirement.

Primary

Responsibilities :

Treating all guest with respect and handles rooms

reservations or walk-in requests, registration processes or

complains with professionalism, paying special attention to Long

Staying Guest (LSG) and VIPS.

To develop and

maintain close business contact with the in-house guests to provide

a positive impression.

Handles all incoming

calls from internal or external parties to address the needs of all

guests. Ensures that every call received is attended to promptly

and pleasantly, takes messages accurately and delivers all wake-up

calls request timely in accordance with Pan Pacific guidelines as

well as doing follow up call with LSG to obtain guest requirement

during stay, feedback and special preferences.

Ensure timely reply to any guest enquiries via websites

and email enquiry

Plan, organize, coordinate

quarterly activities for guest and recommend ideas to enhance guest

stay oT ensure all guests data are updated in PMS

system.

To be well equipped with Food and

Beverage knowledge and skills to facilitate Pacific Lounge

operations during breakfast and to always follow Food and Beverage

Safety and Hygiene policies and procedures.

To

maintain the overall cleanliness of the Front Office, Lobby,

Pacific Lounge and Living Room.

Work closely

with the team & other departments to ensure all information are

shared promptly.

Treating all guest with

respect and handles rooms reservations or walk-in requests,

registration processes or complains with

professionalism.

Performs Cashier-related

function such as posting charges to guest as well as ensuring all

transactions are well accounted for. To assume responsibility and

accountability for the safekeeping and handling of the Front Office

Cash Float.

Develop the desired salesmanship

skills to maximize on the room revenue and provide our guests with

options. He / she must be knowledgeable to present pricing

options / alternatives ti meet guests' request.

To be well versed in property's standard procedures,

current products, services, promotions, events, activities as well

as operating hours of establishment. Ensuring that all Key Policies

of this hotel are enforced and adhered to.

To

develop a working knowledge of Property Management System (PMS) to

aid in the various job function.

To prepare

welcome folders and relevant materials for LSG guests and before

the arrival.

Handling all incoming calls from

internal or external parties in a promptly and pleasantly

manner.

To continuously strive to meet Front

office objective i.e. up-selling, guest preferences, Discovery

Loyalty Programme etc.

To ensure all vouchers,

such as rebate, paid out's, voided etc for the AGRM / OM has proper

authorisation before submission to Finance department.

To perform other duties assigned by the Management from

time to time.

To enforce and comply with Rules

and Regulations stipulated in the Employee handbook and Workplace

Safety and Health as well as to highlight any issues that may cause

harm for both staff and guest.