Serviced Apartments Association

Guest Services Officer

Job Responsibilities

• Be familiar with the established policies and procedures of the Serviced Residences
• Ensure smooth running of day-to-day operations
• Handle check-in and check-out
• Process guest folios and payment collections
• Develop and maintain good rapport with residents: ensures all residents are well looked after and cared for
• Implement planned activities and regular resident events
• Attend to residents’ needs promptly
• Handle residents’ complaints immediately with prompt follow-up
   

Job Requirements

• Have a minimum of 1 year experience in Hospitality Front Office operations
• Able to handle luggage
• Excellent interpersonal and communication skills
• Good knowledge of computer and PMS
• Customer service oriented, a team player, an eye for details
• Ability to work independently with minimal supervision
• Ability to handle difficult situations with positive results
• Shift work required (5 days work shift)
   

Guest Service Officer

The officer will attend to queries and feedbacks from guests and channels. Ensure that VIPs and CIPs are roomed accordingly and that their rooms are satisfactory prior to their arrival.

• Work closely with the Residence Manager and provides courteous services to guests and responds efficiently and tactfully to guests’ complaints, requests and enquiries.
• Provide courteous and efficient service and if possible, to comply with each and guests’ request. Ensure that all telephone calls are handled promptly within three rings.
• Handle cashiering functions and adhere to the residence’s Standard Policies & Procedures.
• Maintain good guest relations with in-house guests at all times. Project a courteous and hospitable attitude at all times.
• Take ownership of problems, handle guest complaints promptly according to established procedures and then report to supervisor for further follow up when necessary. Glitch reports are to be written when necessary.
• Ensure guest room security, emergency and fire procedures; encourage the use of Safe Deposit boxes (El-Safe) and adhere to policies & procedures for their use.
• Be familiar with SR facilities and functions as well as major city attractions and events; provide guests with accurate information as requested. Ensure a professional and courteous working relationship and maintain an effective flow of communication with all hotel personnel.
• Maintain a well-groomed appearance and a tidy work area and keep Personal Grooming at the highest standard.

Guest Service Officer

The Guest Service Officer is responsible for the checking in and checking out of guests at the property. He/she will follow through guests' requests to make them feels ‘at home’ and exceeds their expectations. He/she is the main point of contact for the guest, and coordinates the guests’ requests with the other departments and ensures that services are delivered promptly and efficiently.  He/she is responsible for the efficient rooming of the guest.

1. Responsible for checking in guests such as registering and assigning rooms to guests.
2. Issue apartment access card and escorts guest to their apartment.
3. Manage guests’ accounts and information, and apartment availability in the system
4. Receive and transmit messages to guest promptly.
5. Handle guest queries pertaining to facilities, services, registration and information regarding shopping, banking, dining, entertainment, and local events etc.
6. Arrange tours, taxis, and restaurants reservation for guests.
7. Handle and record guest feedback and complaints, and refer issues to supervisor or respective departments when necessary.
8. Responsible and accountable for handling and safe keeping of cash and guest valuables.
9. Perform simple bookkeeping activities, such as balancing cash accounts.
10. Make and confirm reservations
11. Handle walk-in, email and phone enquiries.
12. Assist in property viewing for walk-in guests or on behalf of the Sales Department.
13. Perform any other duties as required and directed by the Front Office manager or Management.

The candidate should also possess the following:

• Min 1 year of service in the hospitality industry or diploma in hospitality or equivalent
• Good communication and coordination skills
• Meticulous and service-oriented
• Organized, neat and well-groomed
• Able to work independently
• Outgoing personality