Guest Engagement Executive

Roles & Responsibilities

Job Description & Requirements

Furama is looking for passionate Guest Engagement Executive to join the team! He / She is responsible to perform all Guest Engagement duties which includes front desk, guest relations and executive club operations at level which meet or exceed guests’ expectations and is accordance to the policies, procedures and standards set by the Hotel while creating and upkeep a pleasant experience for guests by always rendering warm and personalized services.

Duties & Responsibilities

• Attend to all guests’ enquiries and requests on hotel facilities / services, tourist information / tours, self-service launderette, photocopy service, foreign currencies, retail shop, community workshops and so on.
• Carry out pre-arrival activities which includes, but not limit to, preparing welcome letters for VIPs and Executive Club guests, issuing meal and welcome drink coupons, efficient room assignment, charge Non-Refundable Deposit bookings, check correspondences are attached accordingly.
• Check and ensure all assigned rooms are prepared according to the Hotel’s standard and all necessary amenities and guest supplies are properly extended.
• Greet and welcome guests upon arrival and bid farewell upon departure especially in the lobby and at the main entrance.
• Escort guest to reception counter, perform check-in and check-out or in-room check-in for VIPs. Explain the necessary guest’s entitlements and promote in-house facilities.
• Perform daily due-out, extension of stay, late checkout, no-show, room and rate change based on established procedures.
• Show and sell rooms to potential guests, such as walk-in guests, and take room reservations, up-sell rooms and other products whenever possible.
• Carry out transactions, while adhering to hotel’s accounting and controlling procedure, in different modes of payment such as cash, credit / charged card, corporate account, vouchers, and post transactions accurately to ensure accountability of guest’s expenses. Prepare documents accordingly.
• Issue keycards and related vouchers (e.g. carpark coupons, complimentary drink vouchers) based on the established procedures.

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